Technical Support Manager

Experteer Overview As Technical Support Manager at Qlik, you will lead global 24x7 support operations to deliver exceptional service for enterprise SaaS solutions.You'll shape a world-class support strategy, align cross-functional teams, and mentor a high-impact team.You'll handle escalated issues, optimize processes, and drive customer satisfaction at scale.This role offers strategic influence with senior leadership and a focus on availability, performance, and continuous improvement.Compensaciones / Beneficios* Define and implement highly available, scalable support services* Oversee 24x7 operations, staffing and shift planning to meet SLAs* Drive customer satisfaction through faster response and resolution times* Collaborate with engineering, product, and customer success to improve product quality* Lead incident management for SaaS operations* Analyze KPIs, identify trends, and report on support performance* Lead continuous improvement initiatives (automation, knowledge sharing)* Identify and mitigate risks within the support function* Engage with senior leadership to secure resources and align strategies* Hands-on analysis of customer-reported issuesResponsabilidades* 8-10 years in technical support for SaaS products* 2+ years in a managerial or team lead role* Experience leading large global 24x7 support teams (including weekends)* Strong knowledge of analytical/ETL tools and databases (SAP, SQL)* Experience with ServiceNow and Salesforce* Strategic leadership and ability to align support with business objectives* Customer-centric approach with focus on satisfaction metrics* Excellent communication and cross-functional collaboration skills* Willingness to work night shifts in a 24x7 global function* Bachelor's degree in computer science, IT, or related fieldRequisitos principales* career progression pathways* mentoring programs* culture of innovation* flexible, diverse, international work environment* corporate responsibility programs* change the world day

• 8-10 years in technical support for SaaS products
• 2+ years in a managerial or team lead role
• Experience leading large global 24x7 support teams (including weekends)
• Strong knowledge of analytical/ETL tools and databases (SAP, SQL)
• Experience with ServiceNow and Salesforce
• Strategic leadership and ability to align support with business objectives
• Customer-centric approach with focus on satisfaction metrics
• Excellent communication and cross-functional collaboration skills
• Willingness to work night shifts in a 24x7 global function
• Bachelor's degree in computer science, IT, or related field