Technical Support Manager

What makes us Qlik?A Gartner Magic Quadrant Leader for 15 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster.We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities.The Customer Success Organization (CSO)Delivering Customer Success is an important focus for Qlik and we are committed to delighting our customers at every interaction. Understanding our Customer’s needs, creating the right engagement for the right customer at the right time is key. The Customer Success Organization team is a cornerstone to ensure we understand customer needs and outcomes that result in highly successful and loyal customers.The Technical Support Manager RoleWe are looking for an experienced Technical Support Manager to oversee and lead the global shift operations within our technical support organization. This position will play a critical role in shaping and driving a world-class 24x7 support strategy.The ideal candidate will have extensive leadership experience, a strategic mindset, and a deep understanding of technical support for enterprise solutions. You will ensure exceptional service delivery to our global customers and work cross-functionally to align support processes with business goals.What makes this role interesting?Takes the lead on technical issues and works with the customer to set them up for success, ensuring that the product is used as intended.Identifies where the customer stands in their journey towards success, solving roadblockers and understanding their struggles/pain points/challenges proposing a mitigation plan.Lead the analysis, architecture, design, and development of large-scale data management and business intelligence solutionsDocument and present complex architectures to customer technical teamsWork closely with all Qlik internal teams to ensure successful customer deploymentsFull Hands-on work analyzing customer reported issuesHere’s how you’ll be making an impact:Strategic Leadership: Define and implement highly available, responsive, and scalable technical support servicesOperational Excellence: Oversee 24X7 operations, ensuring staffing, shift planning, and resource allocation meet customer demand and service level agreements (SLAs) and Incident management for SaaS based organizationsCustomer Satisfaction: Drive efforts to improve customer experience, focusing on response times, resolution times, and customer satisfaction metrics. Ensure the highest levels of service for escalated issuesCollaboration with Cross-Functional Teams: Partner with engineering, product, and customer success teams to address complex technical issues and improve overall product quality. Influence cross-functional decision-making to enhance the customer experienceMetrics & Reporting: Define, track, and analyze key performance indicators (KPIs) to monitor and report on support performance. Identify trends and opportunities for improvementContinuous Improvement: Lead initiatives to optimize support processes, reduce resolution times, and improve knowledge sharing across global teams. Focus on efficiency, automation, Knowledge articles creation and the use of tools to streamline operationsRisk Management: Identify and mitigate risks within the support function, proactively addressing potential issues before they impact customer operationsStakeholder Engagement: Work closely with senior leadership, including C-level executives, to provide insights into support operations, present strategies, and advocate for necessary resources to achieve organizational goalsWe’re looking for a teammate with:8-10 years of experience in technical support with SaaS product organization, with at least 2 years in a manager’s/Team lead roleDigital and AI Agentic experience in handling the large customer ticket volumeProven track record of leading large, global technical support teams in a 24x7 enterprise environment Including weekend support.Strong knowledge of Analytical/ETL tools, Databases (SAP, SQL databases, ServiceNow/Salesforce) and experience supporting complex, cloud-based enterprise solutionsStrategic Leadership: Demonstrated ability to define and execute strategies that align support functions with broader business objectivesCustomer-Centric Approach: Proven experience in driving customer success and satisfaction through effective technical support processesCollaboration & Influence: Strong cross-functional collaboration skills, with the ability to influence and drive change in a matrixed environmentAnalytical & Problem-Solving: Ability to analyze data and metrics to make informed decisions and implement improvementsCommunication: Exceptional communication skills, both written and verbal, with the ability to present to and influence executive leadershipAdaptability: Willingness to work night shifts and adapt to the demands of a 24x7 global support functionEducation: Bachelor’s degree in computer science, Information Technology, or a related field. A master’s degree is a plus.The location for this role is:Barcelona, SpainApply now and help change how the world transforms complex data landscapes into actionable insights and turns complex data challenges into new opportunities!More about Qlik and who we are:Find out more about ‘Life at Qlik’ on social: Instagram, LinkedIn, YouTube, and X/Twitter, and to see all other opportunities to join us and our values, check out our Careers Page.What else do we offer?Genuine career progression pathways and mentoring programs.Culture of innovation, technology, collaboration, and openness.Flexible, diverse, and international work environment.Giving back is a huge part of our culture. Alongside an extra “change the world” day plus another for personal development, we also highly encourage participation in our Corporate Responsibility Employee ProgramsIf you need assistance applying for a role due to a disability, please submit your request via email to Ver el correo electrónico en click.appcast.io. Any information you provide will be treated according to Qlik’s Recruitment Privacy Notice. Qlik may only respond to emails related to accommodation requests.Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means. #J-18808-Ljbffr