Technical Support Manager

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Ocean Technologies Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

🛍️ eCommerce

📚 Education

🚗 Transport

💰 Venture Round on 2015-05

eCommerce • Education • Transport

Ocean Technologies Group is a company dedicated to transforming the maritime industry through innovative e-learning and crew management solutions. They provide a comprehensive library of maritime training courses, competency management systems, and performance evaluation tools to empower maritime professionals and support organizations in meeting compliance and operational excellence. By leveraging technology, they aim to enhance the skills of seafarers and optimize vessel performance in a rapidly evolving industry.

📋 Description

• Lead, develop, and support a global team of Support Engineers and Technical Support Leads. • Ensure incidents, service requests, and escalations are managed effectively and in line with service commitments. • Drive operational excellence and continuous improvement across support processes and tools. • Monitor team performance and support achievement of key service metrics. • Partner with Product, Engineering, Professional Services, and Customer Success teams to improve customer outcomes. • Promote knowledge sharing and ensure the maintenance of high-quality internal and customer-facing documentation. • Support workforce planning, onboarding, coaching, and career development activities. • Build strong relationships with strategic customers and key internal stakeholders. • Foster a collaborative, customer-focused, and high-performing team culture.

🎯 Requirements

• Experience leading customer-facing technical support or application support teams. • Strong customer service and stakeholder management skills. • Experience driving operational performance and service improvement. • Ability to coach, develop, and motivate high-performing teams. • Strong communication, prioritisation, and organisational skills. • Customer-centric leadership approach with a focus on accountability and collaboration. • Experience managing geographically distributed teams • Experience supporting enterprise software or SaaS applications. • Knowledge of support operations, service management, and customer success principles. • Experience working closely with Product Management and Engineering organisations. • Exposure to fleet management, maintenance, ERP, procurement, or maritime solutions. • Understanding of ITIL or service management practices.