TECHNICAL SUPPORT MANAGER (POST SALES)

Company overview:

Netformx® is one of the top 50 fastest growing private companies in Silicon Valley, and the acknowledged leader in network design automation software. Major service providers and integrators around the globe rely on Netformx's multi-vendor guided selling advisors and configuration rules to enable and increase equipment, labor and services sales. 



Whether a company is creating physical data networks, deploying converged VoIP solutions or selling MPLS/IP-VPN and Managed Services, Netformx software streamlines the end-to-end design, quoting, ordering and implementation processes. Netformx’s fine-tuned software engines rely on the world’s most extensive multi-vendor knowledge base of networking equipment, which includes catalog information, extensive datasheet and manufacturer information coupled with configuration and pricing rules.

 

Netformx customers and partners include the major equipment vendors, such as Cisco Systems, Nortel Networks, Avaya, the largest US and International telecom carriers such as AT&T, Sprint, BellCanada and Orange Business Services, and numerous network integrators.

Netformx is headquartered in Santa Clara, California and has a development team in Israel.

Position Description:

We are seeking a strong leader and self-starter who will take ownership of the technical support services organization, building and guiding the team to the next level of growth. This position will be responsible for leading the Technical Post Sales support organization with a focus on scaling the business, implementing coverage to serve our growing international customer base, and providing exemplary customer service at both Tier 1 and 2.  This is a hands-on position requiring solid troubleshooting skills in addition to managing to strategic goals.

Responsibilities: Manage and lead the technical  support team  Provide technical support and assist in incident resolution as requiredEffectively handle customer escalations as appropriate Hands-on experience in resolving complex problemsGrow to be a Subject Matter Expert with all of Netformx solutions and serve as the internal knowledge resource for other team membersGrow the support team to manage the business needs as they evolve Create and execute on support initiatives focused on scaling our businessTrack customer support metrics and adjust processes and procedures to improve overall customer satisfaction Evaluate customer-reported issues to determine prioritization Manage and ensure documentation of both internal and external communications on assigned incidents.



Requirements: Minimum 2 years experience in a Managerial Role with direct reportsMinimum 4 years in Technical Support role handling external customers Demonstrated ability to manage expectationsDemonstrated ability to identify process inefficiencies and formulate improvementsExcellent written and verbal communication skills Bachelors degree in Computer Science or related field or equivalent work experienceSolid Microsoft Windows, Office and server systems knowledge and experience.

 

A Plus to Have: Experience at a network service provider, their consulting firms or networking integratorKnowledge of Microsoft .net, SharePoint, and database technologies Demonstrated success in a startup environment.



PLEASE SEND RESUME ASAP to: scastillo2@aol.com