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Support Manager, Applications

hace 2 semanas

Heredia, Costa Rica Workday A tiempo completo

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About the Team

Our global support team works closely with product management, development and quality assurance teams to ensure we're providing our customers with an outstanding experience. Our roles are fast-paced and focus on analyzing challenging problems and coming up with solutions to a variety of operational critical issues, all while working to our customers' timelines

Información sobre el equipo

Es agradable trabajar en una empresa donde las personas creen de verdad en lo que hacen. En Workday, nos comprometemos a transmitir nuestra pasión por el negocio de las aplicaciones empresariales y a centrarnos en el cliente. Trabajamos duro y nos tomamos en serio lo que hacemos. Pero también nos gusta pasarlo bien. De hecho, dirigimos nuestra empresa con ese principio en mente todos los días: uno de nuestros valores fundamentales es la diversión. Nuestro equipo de soporte global trabaja en estrecha colaboración con los equipos de gestión, desarrollo y control de calidad de los productos para garantizar que ofrecemos a nuestros clientes una experiência excepcional. Nuestras funciones son dinámicas y se centran en analizar problemas difíciles y encontrar soluciones a diversos problemas operativos críticos, todo ello mientras trabajamos según los plazos de nuestros clientes.

About the Role

Información sobre la función

Como Gerente analista de prestación de soporte técnico, dirigirá un equipo que brindará soporte técnico a clientes y consultores para productos y aplicaciones complejos. También dirigirá a los equipos de ingeniería en el diagnóstico y la solución de problemas de software altamente técnicos y colaborará con múltiples colaboradores en la resolución de los mismos.

About You

Basic Qualifications
- 4+ years leading a technical team and/or experience with managing software support engineering teams.- It is essential to be bilingual in Spanish and English

Other Qualifications- Demonstrable ability to collaborate and build strong relationships with customers and to engage across corporate functions (Services, Product Management, Development, QA, Operations)- Ability to generate a sense of urgency and rally appropriate resources- Strong problem solving, priority setting, facilitation, multi-tasking, and analytical skills- Ability to mentor, coach and lead a team to success-
- Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes- Ability to balance multiple priorities and communicate across diverse teams within the organization- Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities- Solid understanding of case handling and escalation procedures

Qué esperamos de usted

Cualificaciones básicas- Más de 4 años dirigiendo un equipo técnico y/o experiência en la gestión de equipos de ingeniería de software.- Más de 6 años de experiência en ingeniería de soporte técnico, en los que haya brindado soporte técnico para problemas de software y entornos con aplicaciones de software empresarial: SaaS, Workday, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, ERP en el sitio, Peoplesoft, Kronos, Cornerstone, etc.- Es imprescindible ser bilingüe en español e inglés

Otras cualificaciones- Capacidad demostrable de colaborar y entablar relaciones sólidas con los clientes e involucrarse en las funciones corporativas (servicios, gestión de productos, desarrollo, control de calidad y operaciones).- Capacidad para comprender de urgencia y reunir los recursos adecuados.- Sólidas habilidades de resolución de problemas, definición de prioridades, facilitación, realización de tareas múltiples y habilidades analíticas.- Capacidad para orientar, capacitar y dirigir un equipo hacia el éxito- Experiência previa con cadenas de suministro, sistemas financieros u otras aplicaciones de software empresarial- Capacidad para interactuar c