- Lead and mentor a team of support engineers, setting clear performance expectations, providing guidance, and fostering a culture of collaboration and excellence.
- Manage staffing, workload distribution, and resource allocation to ensure efficient operations and high-quality support services.
- Oversee the resolution of technical issues, escalations, and complex cases to ensure timely and effective problem resolution.
- Monitor key performance metrics, analyze trends, and implement strategies to improve support performance and customer experience.
- Develop and execute support engineering strategies, goals, and initiatives to align with business objectives and customer needs.
- Collaborate with cross-functional teams to integrate support services with product development, sales, and customer success functions.
- Identify opportunities to optimize support processes, enhance efficiency, and streamline workflows for improved service delivery.
- Implement best practices, tools, and systems to standardize support procedures, quality assurance, and knowledge management.
- Engage with customers to understand their technical support requirements, address escalations, and ensure high levels of customer satisfaction.
- Work closely with the customer service team to coordinate support activities, gather feedback, and drive improvements in service quality.
- Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
- Extensive experience in technical support roles, with a strong background in troubleshooting complex technical issues and managing support teams.
- Proven leadership skills, with a track record of successfully leading and developing high-performing support engineering teams.
- Excellent communication, interpersonal, and problem-solving abilities.
- Technical certifications (e.g., ITIL, HDI, etc.) are a plus.
- Become part of an AI revolution
- 30 Days of paid vacation
- Flexible working hours
- Join a dynamic start-up and a rapidly growing team
- Work with international industry and science experts
- Take on responsibility and shape our company and technology
- Regular team events
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Head of Support Engineering - Heidelberg, Deutschland - Aleph Alpha GmbH
Beschreibung
Overview
The Head of Support Engineering is a leadership role responsible for overseeing the technical support operations, managing a team of support engineers, and ensuring the delivery of excellent customer service. This position involves setting strategic direction, optimizing support processes, and driving continuous improvement in customer support to meet service level targets and enhance customer satisfaction.
Your responsibilities
Team Leadership:
Your profile
What you can expect from us
About us
Aleph Alpha was founded in 2019 with the mission to research and build the foundational technology for an era of strong AI. The team of international scientists, engineers, and innovators researches, develops, and deploys transformative AI like large language and multimodal models and runs the fastest European commercial AI cluster. Its generative AI solutions are the only choice for enterprises and governmental institutions seeking to retain independence, secure their data, and build trustworthy solutions.
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Nutzer der Berufsbezeichnung Head of Support Engineering in Heidelberg
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Piyush Kumar Singh
Business Intelligence
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Vijay Nimbarte
Scientist Medicinal Chemistry
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Nishit Kadam
Master Student - Computer Science
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Maria Benitez
Estudiante Internacional SRH Hochschule Heidelberg
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Erin McGann
Content Marketing Manager native, English speaker
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monica suresh
Werkstudent Data Science