Technical Support Manager
QlikTech Barcelona
Experteer Overview
In this role you will lead Qlik’s global 24x7 technical support operations, shaping a robust, scalable service for enterprise SaaS customers. You’ll partner with engineering, product, and customer success to ensure high-quality deployments and rapid issue resolution.You’ll drive performance through KPIs, incident management, and continuous process improvements. This is a chance to influence how support enables real-time analytics and data-driven decisions for a global audience.
Compensaciones / Beneficios- Lead global shift operations and 24x7 support, ensuring staffing, scheduling, and SLAs
- Define and implement highly available, scalable technical support services
- Oversee incident management for SaaS deployments and coordinate cross-functional response
- Analyze customer issues, propose mitigation plans, and document architectures for customer tech teams
- Collaborate with engineering, product, and customer success to improve product quality
- Conduct hands-on analysis of customer-reported issues and drive continuous improvement
- Track and report KPIs; identify trends and opportunities for service optimization
- Manage risk within the support function and engage senior leadership with strategic insights
- 8-10 years in technical support within a SaaS product organization
- At least 2 years in a manager or team lead role
- Experience handling large volumes of customer tickets in a 24x7 enterprise environment (including weekends)
- Strong knowledge of Analytical/ETL tools and databases (SAP, SQL) as well as ServiceNow and Salesforce
- Bachelor's degree in Information Technology or related field; willingness to work night shifts
- Strong communication skills and ability to influence executive stakeholders
- Customer-centric approach and proven ability to drive customer success
- career progression
- culture of innovation
- flexible, international work environment
- corporate responsibility programs
- change the world day
- personal development day
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