Support Analyst guiding users of SAP Ariba and other solutions in Spanish, English, and Portuguese. Creating materials to facilitate user adoption and resolving technical inquiries on demand.
About the role
- Director of Technical Support Engineering managing EnterpriseRX level 3 support operations. Leading a team to resolve complex technical issues and ensure exceptional service to customers.
Responsibilities
- Lead the EnterpriseRX level 3 technical support organization
- Handle the most complex technical issues across EnterpriseRX and integrated solutions
- Ensure exceptional service and responsive support for EnterpriseRX customers
- Oversee resolution of complex platform and application issues
- Collaborate with product & engineering on defect trends and systemic issues
- Manage the Tier 3 operations budget and vendor strategies
Requirements
- 12+ years of progressive experience in IT operations, technical support, or service delivery
- 4+ years of management experience leading managers, technical teams, or senior-level support specialists
- Bachelor’s degree in Computer Science, Information Systems, or related field preferred
- ITIL-aligned service management knowledge across incident, problem, change, and knowledge management
- SQL proficiency or familiarity with the ability to guide and validate technical investigations
- Experience with Salesforce Service Cloud, Jira, Confluence, and monitoring/alerting tools
Benefits
- Competitive compensation package
- Annual bonus opportunities
- Health insurance
- Flexible work arrangements
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