Technical Support Manager

C Squared Systems, LLC is an RF engineering, consulting, and software development company specializing in providing services for seamless wireless coverage from RF analysis to design and implementation of DAS systems and Wi-Fi networks to remote monitoring and management of complex multi-vendor environments. Site Portal, a customizable Web-based software, was engineered by C Squared Systems to remotely monitor and manage these complex multi-vendor environments.

Since 1999, C Squared Systems has executed turnkey in-building wireless solutions using state-of-the-art analysis tools to deliver RF solutions that exceed project scope and customer expectations. Our experience, technical expertise, and diverse projects in the wireless realm have allowed C Squared Systems to continually evolve as new technologies are developed and the demands of our customers change.

Technical Support Manager

Location: Auburn, NH

Level: Experienced/Manager

Position Overview:

C Squared Systems is currently seeking a Technical Support Manager to lead our NOC/Support Team. The successful candidate will have responsibility for all aspects of the Technical Support Team and processes which span both software support of our SitePortal monitoring product and Tier 1 remote monitoring of customer wireless/DAS venues. This involves advocating on behalf of internal/external customers and facilitating resolution of technical product issues identified SitePortal users, ensuring alarm responses adhere to SLA requirements, motivating the team, and improving current technical support processes and workflows.

Primary Responsibilities

• The Technical Support Manager provides day-to-day general management of the technical support team, including staffing and development, as well as technical guidance to help resolve more advanced issues.
• Facilitate success of the team through management/guidance of customer support tickets and remote monitoring incident tickets; identification, analysis, and management of critical customer issues to ensure timely and accurate resolution and follow-up.
• Develop and implement processes, systems, and technology to support and enhance the technical support function; Capitalize on industry best practices to scale the growing business.
• Develop and provide regular reporting to measure effectiveness of the technical support function and identify areas in need of attention.
• Ensure wide-ranging or high-priority customer issues are addressed with an appropriate degree of urgency by other internal C Squared teams such as Development, DevOps, and Quality Assurance, and implement formal feedback mechanisms for incidents, causes and resolutions.

Skills/Qualifications/Expectations:

• Bachelor’s degree in a Technical Discipline (IT, Engineering, Computer Science) with 6+ years in Technical Support;
• 4+ years of experience managing/leading a Technical Support Team;
• Advanced knowledge of TCP/IP, SNMP, FTP, Telnet, SSH, HTTP, HTML, MySQL;
• Advanced Linux Command Line skills;
• Strong leadership and mentoring skills;
• Ability to manage competing priorities by contributing directly and delegating to Support team to both meet deadlines and foster team development;
• Foster positive relationships with managerial counterparts and groups within the organization;
• Availability off-hours to Team as an escalation contact for urgent customer issues and SLA dependent responses;
• Self-motivated and passionate to learn new technologies;
• Excellent written and verbal English communication skills.