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Manager, Technical Support
SOTI
Mulgrave, AUS
Full-time
Mid · 6+ years experience
Onsite
Discovered 3 days ago
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1. Team Leadership and Operations
Manage and lead Team Leads and Support Engineers (L1–L3), ensuring high performance and accountability across the team.
Set goals, track performance, and handle coaching and feedback
Hire, onboard, and train new team members
Keep team morale strong and reduce attrition
2. Customer Support Delivery
Make sure cases, incidents, and escalations are handled within SLA
Act as the final escalation point for critical or high-impact issues
Improve response time and resolution quality
Drive a strong customer experience, especially for enterprise clients
3. Incident and Escalation Management
Own major incidents from start to closure
Coordinate with engineering, product, and infra teams during outages
Run RCA (root cause analysis) and share learnings
Build processes to prevent repeat issues
4. Stakeholder Management
Work closely with regional leadership in ANZ
Partner with Sales, Professional Services, and Product teams
Communicate clearly with customers during incidents or escalations
Represent support in leadership discussions
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