Technical Support Engineering Manager (Remote)

About Verimi

Verimi is your partner for digital onboarding, digital signing and secure log-in. We offer companies and organisations all relevant procedures for identification, authentication and signature for both regulated environments and non-regulated mass applications. We also configure our solutions individually ‘as a service’ and advise and support companies in the digitalisation of use cases and in the eIDAS 2.0 environment.

Position

Our client, a high-performance time-series database and monitoring solution used by major companies like Adidas, WIX, and CERN, is seeking a Technical Support Engineering Manager to lead their support team. This fully remote role focuses on managing the resolution of customer inquiries, tracking support progress, and driving continuous improvement in support processes. The position requires a strong technical background, leadership experience, and excellent communication skills.

Key Responsibilities:

• Customer Inquiry Management: Address and ensure comprehensive responses to customer inquiries

• Follow-up & Reporting: Monitor and report on the progress of ongoing support requests, ensuring timely completion

• Support Tracking: Maintain a tracking system for support requests, assigning responsibilities and ensuring accountability

• Data Collection & Analysis: Gather and analyze support statistics to identify improvement areas

• Team Leadership: Mentor and lead the support team, offering training and development

• Process Improvement: Continuously refine support processes to enhance efficiency and customer satisfaction

Your qualification

• 5+ years in technical support, including 2+ years in a managerial role

• Strong technical background in software products

• Excellent communication, interpersonal, and analytical skills

• Proven leadership and team motivation abilities

• Fluent English

Will be a plus

• Experience in enterprise-level software support

• Familiarity with software development and coding practices

• Data analysis and reporting experience

Additional details

• Work Arrangement: Remote with flexible working hours
• Contract: Contract-based position
• Time Zone: Preference for candidates in GMT+0 to GMT+4