Support Engineering Manager

As a Support Engineering Manager, you would be managing a talented team of support engineers resolving technical problems. You identify customer problems, demonstrate excellent judgement skills in decision making, mentoring and growing talent. You inspire people, motivate the team, drive the culture of innovation, implement support engineering best practices, and have commitment and grit to deliver results. You improve the customer experience with technical support, case escalations, and service quality. You are responsible for overall productivity, quality, and delivery of support engineering services. To make sure your team provide high quality support, you facilitate their connection to subject matter experts and learning opportunities. You are responsible for team schedules and goals. You help scope technical efforts and identify risks. You stay connected and resolve blockers. You communicate business updates, priorities, resolution status, and any challenges to your customers, stakeholders, and management. You manage escalations and make sure customer needs are met. You drive Operational Excellence that improve processes (e.g., automating ad-hoc or manual steps). You ensure team compliance with policies (e.g., information security, data handling, service level agreements.). You hold postmortems and document lessons-learned in COEs to ensure that problems don’t repeat.
Key job responsibilities
* Monitoring & Resolution of Trouble Tickets within defined SLA’s. Drive escalations to engineering team.
* Drive Root Cause Analysis, Impact Analysis and Production Deployment support.
* Build tools, solutions to enable stakeholders/business owners monitor health/drive business outcomes (For example: Automated Business/Product Metrics)
* Build a culture of direct code interaction by nurturing talent towards building applications/debugging & making code level fixes.
* Regular interactions with various internal business-owners (like engineering teams) to help understand requirements & business priorities, define engagement model and drive improvements.
* Developing support strategies and creating appropriate harnesses as well as pragmatic approaches for quick & effective support.
* Resource planning to support various program asks.
* Drive initiatives to maximize operational efficiency.
* Defining measurable metrics to gauge progress against objective Support goals.
* Build best-of-class support engineering team
About the team
Comixology, a revolutionary, cloud-based digital comics service, was acquired by Amazon in 2014. The Comixology team is responsible for comics – including comic books, graphic novels, manga and bandes dessinées – worldwide at Amazon, including the Comixology-branded apps, Kindle comics, and the comics store on Amazon.com. The team’s first-in-class innovations include the exclusive Comixology Guided View technology which provides an immersive and cinematic reading experience and Comixology Unlimited, a monthly subscription service. ComiXology is based in New York City, with operations in Seattle, Los Angeles, and Chennai.
* Bachelor's degree in Computer Science, ECE or IT.
* 6+ years of Software/Systems Engineering experience
* 2+ years of experience building, managing engineering teams.
*An understanding of programming/scripting (Java or C++, Perl, Python or shell scripting)
*Knowledge on AWS services and fundamentals.
* Experience supervising the design, development, test, release and support of real-world products for customers.
* Experience with Agile or Scrum.
* Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.
* Excellent communication, presentation, and interpersonal skills
*Excellent stakeholder management skills.
* Hands-on technical expertise
* Experience with mission critical, 24x7 systems
* Excellent verbal and written communication skills
* Ability to handle multiple competing priorities in a fast-paced environment
* A deep understanding of web technologies in a team, and a track record of shipping software on time
* The ability to hire and develop great people
*Technical aptitude to quickly grasp complex technical issues and communicate directly with technical teams.
*A proven track record of taking ownership and driving results on technical projects.