Senior Technical Support Manager

We are seeking a proactive and experienced Senior Technical Support Engineer to be embedded at a key customer site. This role is critical in ensuring that our products and services consistently meet both internal standards and the customers expectations and to work directly with the customer’s team in the deployment, monitoring and operations of the products. The ideal candidate will act as the primary quality liaison between our organization and the customer, driving planning, deployment, upgrade, operations, continuous improvement, compliance, and customer satisfaction. 

Key Responsibilities

• Serve as the on-site quality representative, maintaining strong relationships with customer stakeholders.
• Assist the customer in the planning of the infrastructure supporting the product suite, deployment of the products, as well as monitoring the platform and the underlying infrastructure
• Monitor and ensure compliance with customer-specific quality requirements, industry standards, and regulatory guidelines.
• Lead root cause analysis and corrective/preventive action (CAPA) processes for quality or operational issues.
• Facilitate audits, inspections, and quality reviews with the customer and internal teams.
• Implement and maintain Total Quality Management (TQM) principles and continuous improvement initiatives.
• Analyze quality data and trends to identify areas for improvement and risk mitigation.
• Coordinate with cross-functional teams (engineering, production, logistics) to resolve quality concerns, including with product, engineering, and QA teams to escalate bugs, recommend improvements, and ensure timely fixes
• Develop and deliver quality training programs for on-site personnel.
• Prepare and present regular quality performance reports to both internal leadership and the customer.

Required Skills & Experience

• 5+ years in technical support roles, preferably for complex enterprise application of infrastructure products.
• Understanding of data center infrastructure (compute, storage, networking, databases), virtualized infrastructure (HyperV specifically) and public cloud (AWS)
• Experience with database management systems (particularily MSSQL) and database monitoring
• Minimum 5 years of experience in customer support, preferably in an infrastructure product company.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work independently and manage multiple priorities in a dynamic environment.
• Experience mentoring junior team members is a plus.