Software Support Engineering Manager

Toshiba is seeking an experienced Software Development Support Manager who will be responsible for leading a department of direct reports that will include 7-14 software developers. In this role, you will be responsible for developing and executing our customer support strategy, ensuring exceptional service delivery, and fostering a culture of customer-centricity throughout the organization. You will collaborate with cross-functional teams to enhance customer experiences and drive operational excellence. Responsibilities

• Develop and implement a comprehensive customer support strategy that aligns with overall business objectives and enhances customer satisfaction.
• Lead, mentor, and inspire a diverse team of customer support professionals, fostering a culture of continuous improvement and accountability.
• Analyze customer feedback and support metrics to identify trends, areas for improvement, and opportunities for innovation.
• Collaborate with product, development, and other support teams to advocate for customer needs and drive product improvements.
• Establish and maintain strong relationships with key stakeholders and executives to ensure alignment on customer support initiatives.
• Oversee the development and execution of training programs to enhance team performance and customer engagement.
• Manage resource allocation for the customer support department while ensuring operational efficiency.
• Integrate Gen AI (Gen AI) into internal and customer support flows: Leverage Gen AI to automate routine tasks, provide instant responses to common queries, and offer personalized support experiences, enhancing overall efficiency and customer satisfaction.
• Drive and manage the implementation of Gen AI initiatives that will enhance the end user experience and reduce the number of non-defect tickets created by end users.
• Implement Site Reliability Engineering (SRE) concepts: Apply SRE principles to improve system reliability, automate operational tasks, and enhance the overall performance and availability of services.

• 6+ years of experience in customer support or related fields, with a minimum of 3 years in a leadership role.
• Proven track record of developing and executing customer support strategies that drive operational excellence and customer satisfaction.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Exceptional interpersonal and communication skills, with the ability to engage and influence stakeholders at all levels.
• Experience in managing customer support teams across multiple channels, including phone, email, meetings and chat.
• Understanding and implementation of Gen Ai and SRE concepts.
• Experience in programming and management C, C++, JAVA.

Technical Skills and Relevant Technologies

• Proficient in customer support software and CRM systems.
• Strong understanding of support process, Application log analysis.
• Experience with knowledge management systems and self-service support solutions.

Preferred:

• Experience in a high-growth technology company.
• Familiarity with customer support software and tools, including CRM systems.
• Expertise in customer journey mapping and experience design.
• Knowledge of best practices in customer service operations and process optimization.

Soft Skills and Cultural Fit

• Strong leadership qualities with a focus on team development and empowerment.
• Customer-focused mindset with a passion for delivering exceptional experiences.
• Ability to thrive in a fast-paced, dynamic environment with changing priorities.
• Proactive problem solver with a strong sense of ownership and accountability.
• Collaborative and inclusive approach to working with diverse teams.

• Hired directly by Toshiba and 100% under payroll.
• Benefits of the law (IMSS, INFONAVIT).
• Life insurance, major medical expenses with dental and visual coverage. (For the employee and direct family members).
• Minor medical expenses insurance.
• Savings fund for employees, capped at the limit of the law.
• Grocery coupons.
• Pension plan.
• 12 days of vacation plus 6 floating days.