Elevate customer experience through proactive, timely, and empathetic technical support. This leader drives cultural transformation by fostering customer-centric behaviors, cross-functional collaboration, and team accountability. The manager also plays a key role in aligning support operations with product development, ensuring that customer pain points result in timely fixes and tangible product improvements. Key Responsibilities: - Team Leadership & Development: - Serve as a role model in customer interactions, demonstrating clear communication, empathy, and active listening. - Coach engineers to develop soft skills and customer service habits that enhance customer satisfaction and trust. - Foster collaboration with Level 1 and Level 2 support teams to ensure continuity and customer visibility throughout the case lifecycle. - Promote accountability and ownership within the team, encouraging direct engagement with customers when appropriate. - Lead the cultural evolution of Level 3 support from a technically focused function to one rooted in customer experience and business value. - Instill a sense of urgency in the team, with strong habits around deadlines, commitments, and issue resolution follow-up. - Be a customer advocate — push for resolution of systemic product issues, influencing R&D and Product Management with clear feedback and impact narratives. - Ensure support processes focus not just on resolving issues, but on giving value back to the customer at every step. - Operational Management: - Organize and oversee daily support operations, ensuring timely and high-quality responses to customers through different channels: support tickets, phone calls, and CRM interactions. - Monitor KPIs (e.g., resolution time, customer satisfaction, ticket backlog) and implement corrective actions where needed. - Manages escalations, handling customer facing meetings to address complex cases, while coordinating their resolution internally with other functions inside the company. - Organize periodic technical product training to sales force - Supports sales in pre-sales activities, such as RFP submission, technical presentations to end user - Review and guide the team in troubleshooting methodologies, validation testing, and root cause analyses. - Ensure accuracy and completeness in technical documentation (e.g., Technical Notes, Application Notes). - Support the team in customer site visits and complex integrations when required. - Improve knowledge management practices and develop tools or procedures to reduce ticket volume and response time. Requirements: - Education: Bachelor's degreein engineering, computers science, or related field required - Languages: Italian, English Fluent - Experience: 5 years of experience in managing technical teams, ideally in matrix or cross-functional environment. - Cross-Functional Leadership: - Proven ability to work across functions (Sales, R&D, Product, Quality) to align goals and resolve customer pain points. - Experience influencing roadmaps, bug fixes, and feature prioritization based on real-world customer insights. - Ability to build trust and credibility with both technical peers and non-technical stakeholders. - LI-IC1