Description

The Compliance Shared Services (CoSS) organization's mission is to build shared services for managing regulations. This includes discovering and onboarding regulations, defining taxonomies, educating selling partners, and collecting supporting artifacts. The SPIDER (Streamlining Planning, Deployment and Post-Release) team within CoSS is responsible for the technical infrastructure and tools to proactively identify and resolve issues impacting Selling Partners. SPIDER is seeking an engineering support manager to assist the team providing support for multiple CoSS products and services. This includes root cause analysis, code fixes, self-service tool development, data mining, reporting, and scripting. The Support Engineering team comprises world-class engineers with expertise in both systems and software engineering.

We are looking for a technical manager with experience managing software engineering support teams or equivalent and a track record of driving projects to improve software development/business/customer service support-related processes and the technical support experience. A successful candidate will be an experienced technical manager who is willing to take on a challenging space, has a metrics focus, has customer focus and ability to lead multi-functional teams and loves a fast-paced environment. If you fit the profile we would love to talk to you.

Key job responsibilities
Responsibilities include direct management of a team of 8+ support engineers, process and service improvements, monitor and improve day-to-day operational efficiency, planning, some project management for software within the team, enhancing and maintaining a best-of-class engineering team, and management of resources across teams. The role also involves driving smaller scope development projects and building custom tools.

Basic qualifications

Bachelor's degree in Engineering or related field
Experience managing a team of 8+ support engineers or related technical roles
Technical support experience
Experience troubleshooting technical issues, including reading and analyzing logs, using dashboards, and responding to service alerts and alarms
Strong verbal and written communication skills, with the ability to clearly explain technical issues to different audiences, including customers and leadership.
Experience in writing technical documentation or support articles.

Preferred qualifications

Master's degree in Engineering or related field
Professional experience in Operations / Support environment.
Demonstrated skill and passion for problem solving and operational excellence
Ability to understand, troubleshoot and describe complex technical processes and issues.
Clear and effective communication & documentation skills
Ability to work effectively with tight deadlines in a fast-paced environment
Proven ability to manage multiple, competing priorities simultaneously
Proven analytical and quantitative skills (includes the ability to effectively use tools such as Excel) and an ability to analyze, migrate, solving ambiguity and fixing inconsistencies of metadata.

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