テクニカルサポートエンジニアリングマネージャー/ Technical Support Engineering Manager

A leading technology company is looking for a Technical Support Manager. The selected candidate will oversee customer support operations, technical escalations, onboarding, incident response, and technical enablement while collaborating with Product and Engineering teams.

Responsibilities:

• Manage, develop, and mentor a fast-paced team of Solutions Engineers handling client requests, troubleshooting issues, and Datadog integrations
• Ensure successful onboarding of new Solutions Engineers
• Triage Solutions Engineering queues and coordinate with Product and Engineering teams on urgent matters
• Review and prioritise Solutions Engineering escalations and follow up with customers in Japan
• Dispatch customer requests throughout the day as part of a queue rotation schedule
• Oversee demo training and assist with demo certification
• Assist with incident response during outages and incidents, communicating with customers and sharing customer information with internal teams
• Build documentation and knowledge base articles covering a variety of technologies

Requirements:

• Previous experience leading a team with a passion for people management and/or mentorship
• Programming experience and basic knowledge of Linux
• Ability to work a rotating schedule that requires weekend availability
• Business level Japanese and English

About the Company:

This company is a global technology organisation providing technical solutions and monitoring capabilities to customers worldwide. It operates a collaborative and growing international environment focused on technical expertise, customer success, and continuous learning.

Keywords:

テクニカルサポート, ソリューションエンジニア, 技術サポート, チームマネジメント, カスタマーサポート, インシデント対応, プログラミング, テクニカルエスカレーション, 技術トレーニング, 求人, 外資系

Job Ref: 4HDPKX