Business Technical Support Manager

Bitdefender

Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry’s most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world’s most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit https://www.bitdefender.com

The Enterprise Support and Services team based in Bucharest is looking for a new enthusiastic member!

As an Enterprise Support Manager for Global Support Team, you will be reporting directly to the Director of Enterprise Support and Services. You will oversee and provide functional support to internal and external customers in delivering high-service quality and satisfaction. The right person will also be comfortable interfacing with clients and managing intricate and sensitive client relationships, ensuring they are fostering these relationships until resolution has been reached. We expect the ideal candidate to contribute to our positive team culture by sharing our values: outstanding service to our customers, partners, and each other; respect, accountability, and excellence in everything we do.

In this process, you will act as a link between our customers’ needs and the enterprise support and services department by providing quality and operational review reports and detailed descriptions or reports where necessary. You will thus be required to work closely with the enterprise support engineers, as well as security or sales experts, in a youthful and competitive environment, which will enrich your experience and broaden your perspective.

Responsibilities

• Managing the customer support team’s day-to-day functions;
• Provides guidance, instruction, direction and leadership to the team;
• Effectively managing and developing the Global Support Team;
• Ensure delivery capacity required by the market;
• Propose and implement improvement measures to increase efficiency and effectiveness;
• Build strong relationships with other internal teams: marketing, product delivery, product management and documentation;
• Informing the team of all new information related to products, procedures, and trends
• Ensuring that all processes used by the Support team are thoroughly documented, consistently audited, and regularly improved;
• Responding to escalated customer support issues;
• Assessing support statistics and preparing detailed reports on the findings;
• Overseeing and evaluating the team's ongoing training efforts;
• Delivering performance evaluations and following the disciplinary process according to company policy;
• Coordinating and managing all relevant stakeholders that are involved in Support operations
• Build strong relationships with other internal teams: marketing, product delivery, product management and documentation;
• Interviewing and hiring new employees;
• Adhere to our company’s values and principles.

Technical requirements

• Minimum 5 years of professional experience in the following areas:

-People management role with 10+ direct reports

-Operational management

-IT Service Management

-Project management

• Strong IT technical background: operating systems, virtualization, networking, antimalware solutions.

Other requirements

• Strong communication and leadership skills;
• Excellent verbal and written communication skills, quick learner, dynamic, energetic and customer-oriented;
• Proven ability to lead, influence, and mentor across functional groups not directly in the reporting structure;
• Experience with business process improvement and change management;
• Experience implementing methodologies to improve customer satisfaction and build strong internal relationships;
• Work independently; receive minimal guidance;
• Experience dealing with international teams and customers;
• Demonstrated strong work ethic;
• Ability to work in a fast-paced environment;
• Prior experience working with business applications, like Salesforce, Jira, Office, PowerBI
• Fluent in both written and spoken English;
• Fluent in Spanish, German or French is a plus.