Manager - Software Support

Esko is seeking a Support Manager to lead and develop teams of Support Engineers responsible for delivering high-quality technical support for Esko's software portfolio. The role involves people leadership, operational excellence, and customer satisfaction. The successful candidate will ensure that support teams operate efficiently, follow defined processes, and have the technical and product knowledge required to resolve customer issues effectively.

Requirements

• Lead, coach, and manage teams of Support Engineers, fostering a culture of accountability, learning, and customer-centricity.
• Act as an escalation point for complex or high-impact customer issues, ensuring timely resolution and clear communication.
• Ensure consistent adherence to support processes, SOPs, SLAs, and quality standards.
• Monitor support performance metrics (e.g., case backlog, resolution time, SLA compliance, customer satisfaction) and drive corrective actions where needed.
• Partner with Enablement and Training teams to identify skill gaps and ensure ongoing technical and product training for the team.
• Collaborate with Product Management and Engineering to provide structured feedback on product issues, defects, and customer pain points.
• Ensure effective shift coverage, workload balancing, and resource planning across the support team.
• Support continuous improvement initiatives by identifying process inefficiencies and implementing practical improvements.

Benefits

• Career growth opportunities
• Challenging and engaging work
• Collaborative and inclusive team environment
• Competitive compensation and benefits
• Opportunities for professional development and training