Technical Support ManagerAny North American Roque Wave Office, to include Louisville (Denver Metro), CO, Houston, TX, Framingham, MA (Boston Metro), Rochester, MN, Corvallis, OR (between Portland and Eugene) or Ottawa, Ontario
At Rogue Wave Software, we're a trusted partner to Global 2,000 organizations, powering new opportunities and removing risk from strategic initiatives. Our mission is to simplify the hardest problems, improve software quality and security, and shorten the time it takes to deliver value.
Since 1989, our platforms, tools, components, and support have been used across financial services, technology, healthcare, government, entertainment, and manufacturing, to deliver value and reduce risk. From API management, web and mobile, embeddable analytics, static and dynamic analysis to open source support, we have the software essentials to innovate with confidence.
To do that, we need exceptional people on our team.
Position Summary:Under the guidance of the VP of global support, this individual is responsible for the post-sales technical support of the Rogue Wave components products, including SourcePro, IMSL, Visualization and TotalView among others. As the voice of the customer, the support team seeks to work with sales, development and product management to provide the highest quality products and service to Rogue Wave customers. To succeed in this role, you must be an accomplished manager in technical support services with hands-on technical skills, problem solving strategies, excellent communication and client-facing skills.
Position Responsibilities:

• Manage day-to-day customer technical support operations including oversight of all technical support activities for the Rogue Wave component products.
• Provide technical leadership and ongoing technical development to the components support team.
• Ensure appropriate tools (software and hardware needs) and skill levels are in place to enable quick and effective incident resolution within the support department.
• Meet regularly with support engineers to discuss goals, opportunities and continuing development.
• Interview and hire new employees as necessary.
• Track and act on support performance and customer satisfaction metrics to improve overall efficiency and effectiveness.
• Engage with customers on escalated issues and engage the appropriate technical, sales or management resources to reach a successful resolution.
• Collaborate with engineers that respond to situations where standard procedures have failed to isolate or fix problems in the software.
• Train and schedule support engineers to respond to priority problems coming from customers with 24X7X365 support. Willingness to address problems during extended hours occasionally.
• Other duties may be assigned as necessary for the successful operation of the business.
• Due to the above competencies and requirements, this position must maintain a high degree of confidentiality in all matters.

Business and Technical Competencies:

• Excellent communication skill both written and oral.
• Strong interpersonal skills—able to constructively and productively work with others to achieve the best outcome for both the customer and the business.
• Able to de-escalate stressful interactions with customers.
• Excellent organizational and decision-making skills.
• Comfortable with Microsoft Office applications to produce business documents.
• Familiar with JIRA and Confluence a plus.

Required Skills / Education:

• Minimum of 5 years of experience managing technical personnel such as developers or technical support folks.
• Bachelor's Degree or preferably a Master’s Degree in computer science, mathematics, engineering, or scientific core curriculum.

We are an Agile organization, living our values of Integrity, Customer-centric, Humanity, Communication, Teamwork, and Commitment. To be a successful contributor you need to be a team player and willing to handle a wide variety of tasks daily.
To learn more about Rogue Wave Software visit us at www.roguewave.com.
Rogue Wave Software is an Equal Opportunity, Affirmative Action Employer.