Manager - Technical Support

Company:

Founded in 2012, Enlighted is a Siemens-owned business on a mission to connect employees to the people, places, and things they need to do their best work. Our IoT platform combines lighting control, building intelligence, space analytics, and consumer-grade mobile app technology to improve the workplace experience for Fortune 500 companies around the globe. Headquartered in the San Francisco Bay Area, our fast-growing team balances the dynamic energy of a scale-up company with the backing of a global powerhouse.

Enlighted is a human-centered prop-tech company that creates positive transformation wherever space, people, and work meet through our industry-leading technology. We empower organizations with this technology to transform physical spaces into regenerative places that fuel positive impact for people, portfolios, and our planet.

Our team is constantly evolving to deliver exceptional value to customers worldwide and remain at the forefront of future-proofing building with our innovative solutions. If you are passionate about turning everyday spaces into extraordinary places – join us – and start making your impact today.

To learn more about Enlighted, visit us at www.enlightedinc.com

Everything we do at Enlighted is underpinned by our values. We know it is not just what we do that matters, it is how we do it that makes the difference. We expect all team members to live our values and create a culture where everyone is inspired to be their best.

You have a unique opportunity to chart your professional path by owning your development, your career, and your future. We encourage all employees to hone their skills, acquire new ones, and explore continued opportunities within Enlighted and Siemens – the brightest way to advance your career!

Enlighted – Global Technology Center, Chennai

Manager - Technical Support

Can you transition seamlessly from a consultative technical discussion with a support engineer to a results-focused discussion with a customer? Do you enjoy inspiring and leading a team of engineers, helping a team grow, and solving problems for customers? Are you excited to leverage your skills and experience to lead a smart and driven team with some challenging (but achievable) goals?

We are looking for an experienced Technical Support leader, a front-line engineer player-coach who can work with clients when needed and lead our Tier1 support team as we grow and deliver exceptional support to our customers You’ll keep your pulse on issues, develop and communicate plans, participate in escalations and resolutions, and act with a focus on solving critical customer issues. Confident and clear communication is critical for this role, strong spoken and written skills are needed for success.

Our team needs your leadership as we grow. You are not only open to new ideas but are actively generating and soliciting them. As part of Support Team leadership, you will constantly drive to improve product reliability, and our teams’ performance and effectiveness, and enhance our value to the customer. You’ll be empathetic with customers, understand the value of Enlighted, and be successful by providing leadership and sharing experiences with the team.

• Provide technical leadership and professional management to a global team of experienced support engineers supporting and implementing Software / Hardware products.

• Review and coach service quality with engineers

• Facilitate escalations and drive effective follow-up with responsible teams on highly complicated incidents.

• Be a point of contact for the Customer to report concerns on support quality or timelines, or for critical issues needing immediate attention.

• Drive process improvement and increase knowledge sharing within the organization.

• Coordinate regular training & updates for technical support team members to handle recurring issues and new products.

• Develop and maintain effective troubleshooting flows for customers and fellow support personnel.

• Engage with internal teams when necessary to prioritize customer requests and address both the technical and business needs of the customers to achieve a high level of customer satisfaction.

• Participates in recruiting and employee development activities to ensure a balanced team with the right set of skills

• Bachelor’s in computer engineering or another closely related engineering discipline; or equivalent experience.

• 2 - 5+ years of experience as a manager, with supervisory tasks and responsibilities in support of a technical team.

• 6+ years of working experience in an integrated hardware and software organization, partnering with teams focused on support, engineering, testing, and product management.

• 10+ years of experience working in support roles with increasing responsibilities – situational leadership, team effectiveness & growth, and managing complex customer escalations.

• Experience leading a team of Engineers as a Player/Coach.

• Excellent client-facing communication skills – written and spoken.

• Excellent analytical skills.

• Strong organizational and time management skills.

• Curiosity and a willingness and desire to learn.

• Working experience with Linux

• Knowledge of networking; and an understanding of wireless networking

• Familiarity with Cloud Infrastructure technologies: HTML, java script, Java, application servers, modern REST APIs

• Experience with lighting control systems fixture integration in commercial installations.

• Understanding of hardware, sensors, workplace lighting technologies and controls, and embedded/IoT systems concepts.

● Experience with troubleshooting control integration issues