NETGEAR
Technical Support Supervisor
NETGEAR, San Jose, California, United States, 95199
At NETGEAR, we are on a mission to unleash the full potential of connectivity with intelligent solutions that delight and protect. We turn ideas into innovative networking products that connect people, power businesses, and advance the way we live.
We're a performance-driven, talented and diverse team that's committed to delivering world-class products for our customers. As a company, we value our employees as the most essential building blocks of our success. And as teammates, we commit to taking our work to the next gear by living our values: we
Dare to Transform
the future,
Connect and Delight
our customers,
Communicate Courageously
with each other and collaborate to
Win It Together . You'll find our values woven through our processes, present in our decisions, and celebrated throughout our culture.
We strive to attract top talent and create a great workplace where people feel engaged, inspired, challenged, proud and respected. If you are creative, forward-thinking, passionate about technology and are looking for a rewarding career to make an impact, then you've got what it takes to succeed at NETGEAR. Join our network and help us shape the future of connectivity.
Role Overview
NETGEAR is seeking a highly motivated and experienced individual to join our team as a Supervisor for the Level 3, NETGEAR for Business, Technical Support team.
As the Supervisor of Level 3 Support, NETGEAR for Business, you will lead a team of Level 3 Technical Support Engineers, who are responsible for providing advanced technical support and excellent customer care to customers of the NETGEAR for Business product line.
Your primary responsibilities will include managing and developing the team, overseeing case management, handling escalations, and ensuring we provide exceptional support to our NETGEAR for Business customers and partners. You will also collaborate with other support tiers teams, assist in training and documentation, and provide limited onsite support for larger accounts.
This is an exciting opportunity to join an industry leader and play a key part in ensuring the highest customer satisfaction of our NETGEAR for Business customers.
Responsibilities
Manage, develop, coach and mentor a high performing team of Level 3 Technical Support Engineers who provide advanced dedicated support to NETGEAR for Business customers and partners.Drive the success of the team and take full ownership for all direct people management activities including:Monitoring and managing the team's case queue, ensuring prompt and effective case management and high-quality support.Conducting weekly one-on-one meetings with team members to provide guidance and support for resolving outstanding cases and proactively addressing issues.Managing and driving individual and team performance through setting clear expectations and SMART goals; effective and regular performance reviews/touchpoints; continuous feedback and coaching.Regularly assessing individual and team performance to identify development areas and implementing targeted training and development plans to improve performance.Ensuring the team has the necessary skills to deliver outstanding customer experience by overseeing training, managing skills development and investing in their continuous growth.Fostering a unified, dynamic, customer focused team culture.Monitor quality and efficiency of case escalations to engineering.Serve as an escalation point for complex, high-priority executive and NETGEAR for Business sales team escalations and drive these to resolution.Collaborate with other global support teams to ensure effective case handling and to improve global processes to enhance customer satisfaction and efficiency.Assist in the creation of training materials, as well as documentation for the knowledge base to enhance the effectiveness of the team. Deliver internal training when required.Provide onsite support or installation support for high priority customers, as required.Minimum Experience/Skills/Qualifications
Minimum of 5 years' experience in a technical support role, with at least 2 years in a managerial position.Strong leadership skills, with a proven track record of managing and developing diverse technical support teams, as well as handling complex customer issues.Demonstrated ability and experience of identifying team development needs, defining SMART goals, and driving improved performance in technical support teams.Extensive knowledge of networking protocols, as well as proven technical support experience in some of the following areas:TCP/IP.Layer 2 and layer 3 switching.Wireless networking.Routing protocolsCloud services.VPN and other SMB internet router functions.Excellent communication and interpersonal skills, with the demonstrated ability to handle and resolve complex customer issues and de-escalate sensitive complaints.Strong collaborator with the proven ability to build productive relationships, internally and externally, across various functions and international teams to achieve common goals.Proven problem identification and remediation skills with a bias for action.Preferred Experience/Skills/Qualifications
Bachelor's degree in computing or other technical discipline from an accredited University/College is preferred.Technical certifications such as CCNA, CCNP, VCP, CWNA, LPIC are an advantage.
The US base salary range for this full-time position is $96,303 - $142,000 + bonus + equity + benefits.Our salary ranges are determined by role, level, and location.The range displayed in each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.Within the range, individual pay is determined by work location and additional factors including job-related skills, experience, relevant education or training, professional background, business need and market demand.Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future.More about the salary range for your specific location will be shared during the hiring process.
NETGEAR is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best available people in every job. Company policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender, gender identity, gender expression, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition including genetic characteristics, sexual orientation, military and veteran status, or any other consideration made unlawful by federal, state, or local laws. It also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics.
We're a performance-driven, talented and diverse team that's committed to delivering world-class products for our customers. As a company, we value our employees as the most essential building blocks of our success. And as teammates, we commit to taking our work to the next gear by living our values: we
Dare to Transform
the future,
Connect and Delight
our customers,
Communicate Courageously
with each other and collaborate to
Win It Together . You'll find our values woven through our processes, present in our decisions, and celebrated throughout our culture.
We strive to attract top talent and create a great workplace where people feel engaged, inspired, challenged, proud and respected. If you are creative, forward-thinking, passionate about technology and are looking for a rewarding career to make an impact, then you've got what it takes to succeed at NETGEAR. Join our network and help us shape the future of connectivity.
Role Overview
NETGEAR is seeking a highly motivated and experienced individual to join our team as a Supervisor for the Level 3, NETGEAR for Business, Technical Support team.
As the Supervisor of Level 3 Support, NETGEAR for Business, you will lead a team of Level 3 Technical Support Engineers, who are responsible for providing advanced technical support and excellent customer care to customers of the NETGEAR for Business product line.
Your primary responsibilities will include managing and developing the team, overseeing case management, handling escalations, and ensuring we provide exceptional support to our NETGEAR for Business customers and partners. You will also collaborate with other support tiers teams, assist in training and documentation, and provide limited onsite support for larger accounts.
This is an exciting opportunity to join an industry leader and play a key part in ensuring the highest customer satisfaction of our NETGEAR for Business customers.
Responsibilities
Manage, develop, coach and mentor a high performing team of Level 3 Technical Support Engineers who provide advanced dedicated support to NETGEAR for Business customers and partners.Drive the success of the team and take full ownership for all direct people management activities including:Monitoring and managing the team's case queue, ensuring prompt and effective case management and high-quality support.Conducting weekly one-on-one meetings with team members to provide guidance and support for resolving outstanding cases and proactively addressing issues.Managing and driving individual and team performance through setting clear expectations and SMART goals; effective and regular performance reviews/touchpoints; continuous feedback and coaching.Regularly assessing individual and team performance to identify development areas and implementing targeted training and development plans to improve performance.Ensuring the team has the necessary skills to deliver outstanding customer experience by overseeing training, managing skills development and investing in their continuous growth.Fostering a unified, dynamic, customer focused team culture.Monitor quality and efficiency of case escalations to engineering.Serve as an escalation point for complex, high-priority executive and NETGEAR for Business sales team escalations and drive these to resolution.Collaborate with other global support teams to ensure effective case handling and to improve global processes to enhance customer satisfaction and efficiency.Assist in the creation of training materials, as well as documentation for the knowledge base to enhance the effectiveness of the team. Deliver internal training when required.Provide onsite support or installation support for high priority customers, as required.Minimum Experience/Skills/Qualifications
Minimum of 5 years' experience in a technical support role, with at least 2 years in a managerial position.Strong leadership skills, with a proven track record of managing and developing diverse technical support teams, as well as handling complex customer issues.Demonstrated ability and experience of identifying team development needs, defining SMART goals, and driving improved performance in technical support teams.Extensive knowledge of networking protocols, as well as proven technical support experience in some of the following areas:TCP/IP.Layer 2 and layer 3 switching.Wireless networking.Routing protocolsCloud services.VPN and other SMB internet router functions.Excellent communication and interpersonal skills, with the demonstrated ability to handle and resolve complex customer issues and de-escalate sensitive complaints.Strong collaborator with the proven ability to build productive relationships, internally and externally, across various functions and international teams to achieve common goals.Proven problem identification and remediation skills with a bias for action.Preferred Experience/Skills/Qualifications
Bachelor's degree in computing or other technical discipline from an accredited University/College is preferred.Technical certifications such as CCNA, CCNP, VCP, CWNA, LPIC are an advantage.
The US base salary range for this full-time position is $96,303 - $142,000 + bonus + equity + benefits.Our salary ranges are determined by role, level, and location.The range displayed in each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.Within the range, individual pay is determined by work location and additional factors including job-related skills, experience, relevant education or training, professional background, business need and market demand.Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future.More about the salary range for your specific location will be shared during the hiring process.
NETGEAR is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best available people in every job. Company policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender, gender identity, gender expression, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition including genetic characteristics, sexual orientation, military and veteran status, or any other consideration made unlawful by federal, state, or local laws. It also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics.