Technical Team Manager, Recruiting Services

hace 7 días


San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

2+ years of experience managing small to medium technical operations or support engineering teams.
- 2+ years of experience running and maintaining a 24x7 production environment
- 2+ years of experience with support procedures and methodologies for production computing environments
- Bachelor’s degree in Computer Science / Information Technology, Data Science, Information Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position
- Strong ability to dive deep while working with customers, troubleshooting, diagnosing, and resolving, and documenting problems across various technologies

Job summary

Key job responsibilities
As a Support Engineering Manager, you will be managing a team of support engineers by guiding them through support procedures and keeping them engaged, as well as coaching and mentoring the support engineers on their performance trajectory.

A day in the life
- Manages performance of 8-10 Support Engineers through effective 1:1 meetings, coaching, and mentorship.
- Act as a point of contact for escalated contact resolution of a supervisory nature or complex problems.
- Analyze and troubleshoot recruiting systems questions and requests from recruiters, hiring managers, and employees globally.
- Focus on business requirement analysis with deep functional domain knowledge of recruiting systems to design business solutions.
- Drive adoption of best practice techniques to communicate with business users, including functional analysis, data flow, and data analysis.
- Research problems, plan and recommend solutions to help prioritize system solutions that reduce defects.
- Monitor metrics, analyze data and partner with internal teams to identify process and system improvement opportunities.

About the team
- Prior experience of leading a technical team
- Background with Applicant Tracking Systems (ATS) and CRM systems or ability to learn new software quickly; experience with iCIMS, Salesforce, PeopleSoft, MS Office, and web development a plus
- Impeccable customer service focus with a demonstrated desire to exceed expectations; a team player with a solid work ethic
- Great organizational skills and attention to detail; able to juggle and prioritize multiple tasks simultaneously
- Strong interpersonal skills and ability to effectively communicate technical information to internal and external customers or vendors
- Robust sense of accountability and sound personal judgment with the capacity to handle confidential information and escalate issues effectively
- Proactive and forward-thinking attitude and creative problem-solving ability
- A motivated self-starter who can work independently in a fast paced, ambiguous environment



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