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Solutions Support Lead

  • A hirdetés 1312 napja lejárt

Job Summary:


Our multinational client is looking for an experienced team leader who would be responsible for transition technical support to the centralized Solution Support Team for complex solution products involving server-based, cloud-based, and device-based software and firmware. Solutions Support Lead must have a technical background, and strong project management, negotiation, and communications skills.


Key Responsibilities:

  • Serve as interface to Professional Services and Channel teams in the geography to review, approve, and reject requests to provide technical support for specific solutions and customers.  
  • Negotiate directly with PS and Channel team members and managers on when to support customers and what type of support will be provided.
  • Monitor solutions sales funnel by product and language to plan Solution Support for the geography.
  • Work with World-Wide team and the World-Wide Product Engineering and Subject Matter Expert (SME) Development teams to maintain a contact list of SMEs to ensure people to resolve each customer’s solutions support issues
  • Understand solutions products, customer segments and product value.  Share this information appropriately within the team as needed.
  • Monitor active solutions customer issues real-time and ensure they are handled properly and within SLA. 
  • Use solutions support metrics to ensure support meets customer needs
  • As needed, proactively manage and drive customer issues to resolution. The need may be identified when monitoring of issues real-time or when customer issues are escalated.  As needed, interface directly with customers and  customer account teams
  • As needed, assist when customers lack a current maintenance support agreement.
  • As needed, serve as project manager for customer issues and for support process initiatives, creating a project plan and tracking tasks, action items, and risks to closure.
  • Coach and mentor others, provide guidance, coach and assist with questions about the solutions support transition process and solutions support in EMEA.
  • Improve the process. Collaborate with others to improve the Solutions support processes




  • Bachelor’s degree in Computer Science, Computer Engineering, Computer Information Systems, or Information Technology is preferred, including course work in these areas:  operating systems, security, networking and network protocols, databases.
  • At least 4+ years experience is required
  • Fluent in both written and spoken English is required; fluency in French or German is helpful Strong written, verbal, and actively listening skills
  • Ability to read, analyze and interpret general business periodicals, professional journals, corporate procedures/regulations. 
  • Ability to write reports, business correspondence, and procedures/manuals. 
  • Ability to present information effectively and respond to questions from customers, managers, and other personnel.
  • Ability to work on assignments with broad, high-level goals with minimal direction
  • Ability to learn independently
  • Ability to understand complex solution products and rapidly learn complex technology
  • Ability to multitask and meet aggressive deadlines
  • Ability to travel, such as to Professional Services or Channel team meetings, to customer installations, or to HQ site  to assist with processes related to solutions support is required.
  • Project management skills


Experience with and understanding of each of the following is preferred: 

  • firewalls/SSL/network security
  • Basic TCP/IP Protocols
  • Web Services (Apache Tomcat and/or  Internet Information Server)
  • Routing and Switching (VLAN Configuration, IP Subnetting, etc.)
  • Windows Server Active Directory (LDAP, Group Policy, etc.)
  • Windows Server Roles (Domain Controller, Print Server, DNS, DHCP, etc)
  • Windows Server Certificate Authority
  • Databases
  • Cloud-based products


Apply directly to Zsuzsanna Szabó, Research Consultant, for a short pressure free and confidential discussion on this role or other opportunities. 

Tel: +36 1 8833 507

E-mail: E-mail cím megjelenítése

Web page: Link megjelenítése

Helyek Budapest
Kategória IT / Informatika
Munkaidő tipusa Teljes munkaidő
Elvárt nyelvtudás Német, Francia, Angol
Aktiválás időpontja 2014.06.24.
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