Salesforce Hiring for Manager, Technical Support at Hyderabad, Telangana, India Full Time

Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details

What you’ll be doing… The Manager, Technical Support is responsible to ensure support is provided in a timely, customer oriented, and comprehensive manner. Promote a support culture that goes above and beyond what the customer expects and ensuring that every Tableau customer support contact is positive. Manage service level agreements and customer satisfaction levels. Identify and promote opportunities to reduce the amount of direct support required through product improvements, training, online support, and self-service. Provide leadership and motivation by establishing clear expectations and coaching employees to achieve Tableau’s support goals. Plan and manage the team’s schedules and their professional and technical development. Communicate specific performance feedback through regularly scheduled one-on-one meetings with each direct report. Conduct timely and thorough performance reviews. We operate 24×7 which can involve working during one of the below shifts (not limited to – shift timing can change) AMER hours (Eastern Standard Time – 5.30 PM/ 6.30 PM IST or Pacific Standard Time – 9.30 PM/ 10.30 PM IST onwards depending on Day Light Savings Time) EMEA hours – 12:00 PM/ 1 PM / 2 PM IST onwards depending on Day Light Savings Time APAC hours – 5.30 AM IST onwards Work hours can change depending on Business requirements Primary Responsibilities (Essential Functions):

• Manage, supervise and track the Data Visualization reports completed by a team of Tableau Developers / Senior Support Engineers.
• Drive the bug fixes, development of enhancement features of key Data Visualization assets required by the Premium Support team.
• Ensure customer service excellence and guaranteed response times by actively monitoring support emails/tickets and ensuring all tickets are resolved in a timely and comprehensive manner.
• Review tickets for accuracy and to look for any trends that might indicate product problems or customer confusion.
• Track and identify frequently occurring, high impact support issues as candidates for permanent resolution.
• Track bug and feature requests status to stay on top of the hot issues.
• Keep abreast of product plans and schedule trainings/briefings for your reports
• Coach team members to provide customer-centric support that solves the problem, taking into account customer preferences.
• Coach team members to guide customers toward self-serve support options in a service oriented manner.
• Actively manage the support schedule and work assignments.
• Ensure each team member is actively contributing to the improvement of online services by setting expectations and contribution goals.
• Continually assess team skills and knowledge, and usefulness of available resources and support tools and actively work with the Training and Systems Managers to address gaps.
• Identify training topics and schedule continuing education.
• Continuously provide opportunities for team members to actively develop marketable skills
• Work with training team to ensure new hire and ongoing training is comprehensive and effective
• Maintain one-on-one meeting schedule with each direct report to provide performance feedback, coaching, goal setting, and to discuss potential projects and training needs
• Serve as first level escalation from your directs and pursue each escalation as an opportunity to turn the customer around and into a fan
• Provide direct customer support for a minimum of ten hours per week in order to remain current
• Leadership and management of the Technical Support team including resource management, hiring, mentorship, and performance management
• ** Note: This job requires shift work

Additional Responsibilities:

• Recruitment: Tableau hires company builders; employees are expected to be on the constant lookout for the best talent to bring onboard, helping Tableau continue to build one of the best companies in the world.
• Other duties as assigned.

Knowledge and Skill Requirements:

• Requires data experience
• Previous experience with Data Visualization development and understand N-Tier software architectures.
• Experience in a software product/technical support department or related, direct customer contact experience
• 3-5 years of Supervisory experience
• Prepare and Report on Team’s operational performance to upper management
• Strong operational skills, with the ability to dive into trends and the why
• Strong desire to provide high-quality customer service
• Excellent written and verbal communication skills
• Excellent problem solving skills
• Ability to effectively manage multiple tasks
• Strong organizational skills
• Team player who demonstrates positive, constructive interpersonal skills
• Self-motivated and able to work productively with minimal direction

Education/Experience:

• 3+ years Supervisory/management experience in a software Technical Support or managed a team of Data Visualization Developers.
• Education BA/BS degree in Computer Science or equivalent technical or quantitative degrees required, advanced degree preferred.
• Experienced 3 – 5 years experience of relevant professional experience with development and using telemetry and metric to drive operational excellence. These should include design, analysis, development and implementation of various applications environment using BI Tools.
• Good understanding of technical trends, N-Tier software application architectures and highly motivated to know more about latest technologies, new Business Intelligence or Data Visualization software and product.
• Experience programming with at least one Object Oriented programming language (Java, C++, C#).
• Experience working with Relational Databases (Relational Database Management Systems like Oracle, Postgres preferred).
• Experience working with web technologies (Eg: Javascript, Coffeescript, React, AngularJS, AJAX, HTML, CSS).
• Solid knowledge of database / big data / distributed technologies.
• Experience in public cloud engineering on GCP, AWS, Alibaba and/or Azure platforms
• Strong hands on experience implementing dashboarding, data visualizations, and analytics using Tableau desktop and Server.
• Created Tableau scorecards, dashboards using stack bars, bar graphs, scatter plots, geographical maps, Gantt charts using show me functionality.
• Good experience on dashboards designing with large data volumes from various data sources (SQLserver, teradata, postgres etc).
• Expertise Configuring Repository, Create/Manage Dashboards, Reports/Answers and building Reporting Templates and Presentations.
• Experienced in Analyzing BI Needs, interpreting Technical and Business Users requirements and translating them into reports.
• Good interactions with stakeholders, understanding Business Applications, Business Data Flow and Data Relations.
• Good understanding of technical trends, N-Tier software application architectures and highly motivated to know more about latest technologies and new software products
• Team player with good communication skills and interpersonal skills. Responsible for interacting with business partners to identify information needs and business/technical requirements for reports.
• Successfully conveys complex concepts and information to a broad audience
• Problem analyst and Solver Demonstrates a deep understanding of data gathering processes, analysis, trend identification, and report development and automation.
• Detail-oriented Ability to grasp and apply analysis concepts and break‐down a problem to achieve conclusions. Also have the capacity to manage multiple competing priorities simultaneously in a fast‐paced and ever‐changing environment
• Experience using CRM applications; Salesforce.com or equivalent

You are a Recruiter! Tableau hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world. #LI-NS1 Accommodations – If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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