Manager, Engineering Support

Calabrio is looking for a highly motivated Engineering Support Manager to join a leadership team responsible for managing day-to-day Support Services Operations. Calabrio is an innovative, fast-paced, growing software company that provides integrated workforce optimization software for today’s multi-channel contact centers. 
The Manager of Engineering Support is responsible for fostering an environment of continuous improvement and learning to maximize individual and team performance. The ideal candidate will have a proven track record of building internal and external partnerships, strong customer focus and a commitment to employee development and growth. 

About the job
Lead and develop a growing team of technical support services staff
Responsible for effectively aligning resources to ensure timely high-quality support for internal and external customers
Define, communicate and monitor team and individual performance metrics
Proactively identify process improvements and ways to enhance service quality and responsiveness
Act as a point of escalation to assist team in providing timely solutions to resolve customer issues
Ensure consistent documentation for all service offerings and ensure knowledgebase is up-to-date and user friendly
Proactively keep key stakeholders informed on status of initiatives and customer service issues
Identify trends and provide recommendations to evolve support offerings that nurture and support industry excellence and superior service
Effectively partner and contribute to broader leadership team to ensure overall team is fully aligned and effectively responding to support needs
Work directly with customers and/or partners to strengthen relationships and support retention

Skills & Experience
Experience implementing technical solutions and leading a team of technical resources
3+ years in a team leadership role
Excellent knowledge of customer service procedures and best practices
Excellent verbal and written communication skills in Swedish and English
Demonstrated leadership of customer satisfaction
Demonstrated understanding of
Microsoft Windows Server operating systems and associated technologies
Linux OS’s and associated technologies
Microsoft transact SQL
Apache web servers and SSL certificates
IIS Web Server

About Calabrio
Calabrio has recently acquired Teleopti. The combination brings Teleopti’s workforce management (WFM) software together with Calabrio’s customer experience solutions to create the market-leading, true multi-tenant SaaS customer experience intelligence platform. Calabrio and Teleopti bring together customers from across the globe, including Best Buy, Rabobank, Shopify, Netflix and GE Appliances, a Haier company.

A bit about our culture
Your personal skills are of great importance to us. Teleopti – A Calabrio Company - is characterized by a strong entrepreneurial spirit. You will fit in if you are customer-driven, take initiative and get things done. We have built a solid foundation of satisfied employees, customers and channel partners and are now ready to take the next step to increase growth. If you are the right person, you will join an international company with a cutting-edge product, motivated employees and very satisfied customers.

Apply!
Come together with us and build the best company in our space! If you have any questions, contact Sara Mensi, Talent Acquisition Specialist at [email protected].