Manager, Technical Support - Mexico City - Hybrid

Description

At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers toeliminatesecurity blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.

We are seeking aTechnical Support Managerto lead a team of Technical Support Engineers dedicated to providing post-sales support to Gigamon end users and partners. Thisin-office positionis based in Mexico Cityand requires a strong ability to manage both technical and managerial tasks while working effectively under pressure. You will play a crucial role inmaintaininghigh customer satisfaction levels across Gigamon’sinstallbase and fostering employee satisfaction within the team.

WhatYou’llDo:

• Manage support teams in Mexico, providing24/7/365support to global customers and partners.
• Ensure a best-in-class customer experience through consistent responsiveness and monitoring.
• Develop and maintainoperational metrics for the support organization, focusing on case management, knowledge sharing, and quality of escalations.
• Conduct people management activities, including regular one-on-ones, career planning, and annual focal reviews.
• Oversee customer escalations, ensuring effective situational management and communication with the leadership team on progress and plans.
• Collaborate actively with sales, product management, engineering, and other business units as required.
• Utilize analytical problem-solving skills to apply innovative thinking and drive continuous improvement in customer experience.
• Manage customer escalations and communications effectively, demonstratingaccount and project management skills.
• Research relevant subjects to enhance knowledge and support the commitment to continuous improvement.

WhatYou’veDone:

• 8+ yearsof experience in a customer support role, ideally in a technical supportcapacity (of which 0-2 years are in a people management position).
• Bachelor’s degree inComputer ScienceorEngineeringpreferred.
• Proven experience managing a team of over5 direct reportsin a technical support environment.
• Familiarity with tools such asCRM, Knowledge Base, andACD systems.
• High levelof oral and written communication skills, with a focus on escalations management and project coordination.

Who You Are:

• A strong leader who fosters a culture of customer and employee satisfaction within the team
• Analytical and innovative thinker with a track record of solving complex problems.
• Excellent communicator who can effectively collaborate with cross-functional teams.
• Committed to continuous improvement and capable of driving operational excellence.
• Enthusiastic about building a diverse and inclusive work environment, welcoming candidates from all backgrounds.

As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, and/or local law. For more information, please refer to Know Your Rights: Workplace Discrimination is Illegal.

We are committed to providing reasonable accommodation for all qualified individuals with disabilities. If you require a reasonable accommodation, please contact us at (669) 240-2248.

If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.

The privacy rights of all individuals including job applicants and candidates are very important to us. Our Gigamon Applicant Privacy Policy, will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).

We may use automated tools, including AI-based systems, to help screen and evaluate application materials for this role. These tools are designed to assess job-related qualifications only and do not make final hiring decisions; human reviewers remain involved in the process. Further, Gigamon uses Jobvite, developed by Employ, to screen and evaluate all Gigamon applicant resumes. The system analyzes resumes for skills, experience, and qualifications and processes employment history, education, and skills. This AI-based system is used for all Gigamon positions. For questions, contact [email protected]. You have the right to request reasonable accommodation; to do so, please send a message to [email protected].