Technical Support Manager

<div class="container-3Gm1a"><div><strong style="color: rgb(0, 152, 69);">What makes us Qlik?</strong></div><div><br></div><div><span style="color: rgb(84, 86, 90);">A </span><span style="color: rgb(0, 152, 69);">Gartner® Magic Quadrant™ Leader for 15 years in a row</span><span style="color: rgb(84, 86, 90);">, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster. </span></div><div><br></div><div><span style="color: rgb(84, 86, 90);">We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities.</span></div><div><br></div><div><strong style="color: rgb(0, 152, 69);">The Customer Success Organization (CSO)</strong></div><div><br></div><div>Delivering Customer Success is an important focus for Qlik and we are committed to delighting our customers at every interaction. Understanding our Customer’s needs, creating the right engagement for the right customer at the right time is key. The Customer Success Organization team is a cornerstone to ensure we understand customer needs and outcomes that result in highly successful and loyal customers.</div><div><br></div><div><strong style="color: rgb(0, 152, 69);">The Technical Support Manager Role</strong></div><div><br></div><div>We are looking for an experienced Technical Support Manager to oversee and lead the global shift operations within our technical support organization. This position will play a critical role in shaping and driving a world-class 24x7 support strategy.</div><div><br></div><div>The ideal candidate will have extensive leadership experience, a strategic mindset, and a deep understanding of technical support for enterprise solutions. You will ensure exceptional service delivery to our global customers and work cross-functionally to align support processes with business goals.</div><div><br></div><div><strong style="color: rgb(0, 152, 69);">What makes this role interesting?</strong></div><ul><li>Takes the lead on technical issues and works with the customer to set them up for success, ensuring that the product is used as intended.</li><li>Identifies where the customer stands in their journey towards success, solving roadblockers and understanding their struggles/pain points/challenges proposing a mitigation plan.</li><li>Lead the analysis, architecture, design, and development of large-scale data management and business intelligence solutions</li><li>Document and present complex architectures to customer technical teams</li><li>Work closely with all Qlik internal teams to ensure successful customer deployments</li><li>Full Hands-on work analyzing customer reported issues</li></ul><div><br></div><div><strong style="color: rgb(0, 152, 69);">Here’s how you’ll be making an impact:</strong></div><ul><li><strong>Strategic Leadership</strong>: Define and implement highly available, responsive, and scalable technical support services</li><li><strong>Operational Excellence</strong>: Oversee 24X7 operations, ensuring staffing, shift planning, and resource allocation meet customer demand and service level agreements (SLAs) and Incident management for SaaS based organizations</li><li><strong>Customer Satisfaction</strong>: Drive efforts to improve customer experience, focusing on response times, resolution times, and customer satisfaction metrics. Ensure the highest levels of service for escalated issues</li><li><strong>Collaboration with Cross-Functional Teams</strong>: Partner with engineering, product, and customer success teams to address complex technical issues and improve overall product quality. Influence cross-functional decision-making to enhance the customer experience</li><li><strong>Metrics & Reporting</strong>: Define, track, and analyze key performance indicators (KPIs) to monitor and report on support performance. Identify trends and opportunities for improvement</li><li><strong>Continuous Improvement</strong>: Lead initiatives to optimize support processes, reduce resolution times, and improve knowledge sharing across global teams. Focus on efficiency, automation, Knowledge articles creation and the use of tools to streamline operations</li><li><strong>Risk Management</strong>: Identify and mitigate risks within the support function, proactively addressing potential issues before they impact customer operations</li><li><strong>Stakeholder Engagement: </strong>Work closely with senior leadership, including C-level executives, to provide insights into support operations, present strategies, and advocate for necessary resources to achieve organizational goals</li></ul><div><br></div><div><strong style="color: rgb(0, 152, 69);">We’re looking for a teammate with:</strong></div><ul><li><strong>8-10 years</strong> of experience in technical support with SaaS product organization, with at least 2 years in a manager’s/Team lead role</li><li><strong>Digital and AI Agentic experience</strong> in handling the large customer ticket volume</li><li>Proven track record of leading large, global technical support teams in a <u>24x7 enterprise environment Including weekend support.</u></li><li>Strong knowledge of Analytical/ETL tools, Databases (SAP, SQL databases, ServiceNow/Salesforce) and experience supporting complex, cloud-based enterprise solutions</li><li><strong>Strategic Leadership</strong>: Demonstrated ability to define and execute strategies that align support functions with broader business objectives</li><li><strong>Customer-Centric Approach</strong>: Proven experience in driving customer success and satisfaction through effective technical support processes</li><li><strong>Collaboration & Influence</strong>: Strong cross-functional collaboration skills, with the ability to influence and drive change in a matrixed environment</li><li><strong>Analytical & Problem-Solving</strong>: Ability to analyze data and metrics to make informed decisions and implement improvements</li><li><strong>Communication</strong>: Exceptional communication skills, both written and verbal, with the ability to present to and influence executive leadership</li><li><strong>Adaptability</strong>: Willingness to work night shifts and adapt to the demands of a 24x7 global support function</li><li><strong>Education</strong>: Bachelor’s degree in computer science, Information Technology, or a related field. A master’s degree is a plus.</li></ul><div><br></div><div><strong style="color: rgb(0, 152, 69);">The location for this role is:</strong></div><div><br></div><div><span style="color: rgb(84, 86, 90);">USA – Remote - UT/CO/AZ</span></div><div><span style="color: rgb(84, 86, 90);">Remote: #LI-Remote</span></div><div><br></div><div><strong style="color: rgb(0, 152, 69);">Apply now and help change how the world transforms complex data landscapes into actionable insights and turns complex data challenges into new opportunities!</strong></div><div><br></div><div><strong style="color: rgb(0, 152, 69);">More about Qlik and who we are:</strong></div><div><br></div><div><span style="color: rgb(84, 86, 90);">Find out more about ‘Life at Qlik’ on social: </span><a href="https://www.instagram.com/lifeatqlik/" rel="noopener noreferrer">Instagram</a>, <a href="https://www.linkedin.com/company/qlik/life/lifeatqlik/" rel="noopener noreferrer">LinkedIn</a>, <a href="https://www.youtube.com/@LifeAtQlik" rel="noopener noreferrer">YouTube</a><span style="color: rgb(84, 86, 90);">, and </span><a href="https://twitter.com/qlik" rel="noopener noreferrer">X/Twitter</a><span style="color: rgb(84, 86, 90);">, and to see all other opportunities to join us and our values, check out our </span><a href="https://www.qlik.com/us/company/careers" rel="noopener noreferrer" style="color: rgb(84, 86, 90);">Careers Page</a>.</div><div><br></div><div><strong style="color: rgb(0, 152, 69);">What else do we offer?</strong></div><ul><li><span style="color: rgb(84, 86, 90);">Named in Newsweek’s ‘Americas Greatest Workplaces 2025’: </span><a href="https://rankings.newsweek.com/americas-greatest-workplaces-2025" rel="noopener noreferrer">https://rankings.newsweek.com/americas-greatest-workplaces-2025</a>.</li><li><span style="color: rgb(84, 86, 90);">Genuine career progression pathways and mentoring programs.</span></li><li><span style="color: rgb(84, 86, 90);">Culture of innovation, technology, collaboration, and openness.</span></li><li><span style="color: rgb(84, 86, 90);">Flexible, diverse, and international work environment.</span></li></ul><div><br></div><div><span style="color: rgb(84, 86, 90);">Giving back is a huge part of our culture. Alongside an extra “change the world” day plus another for personal development, we also highly encourage participation in our </span><a href="https://www.qlik.com/us/company/corporate-responsibility" rel="noopener noreferrer">Corporate Responsibility Employee Programs</a>.</div><div><br></div><div><strong style="color: rgb(84, 86, 90);">Salary and Benefits:</strong><span style="color: rgb(84, 86, 90);"> The anticipated base salary range for this role is $125,000 USD MIN – $145.000 MAX per year. Final compensation offered by Qlik will be based on factors such as the candidate’s location, job-related skills, education, experience, and other business and organizational needs.</span></div><div><br></div><div><span style="color: rgb(84, 86, 90);">This position is eligible for comprehensive benefits, including - but not limited to - medical, dental, and vision coverage life and AD&D, short and long-term disability coverage, paid time off, paid parental / maternity leave, participation in a 401(k) program that includes company match, and many other additional voluntary benefits.</span></div><div><br></div><div><strong style="color: rgb(84, 86, 90);">Application Window:</strong><span style="color: rgb(84, 86, 90);"> The application window is 60 days, but applicants are encouraged to apply as soon as possible. The posting will be removed before the application window closes if the position is filled.</span></div><div><br></div><div><strong style="color: rgb(84, 86, 90);">For positions in Massachusetts:</strong><span style="color: rgb(84, 86, 90);"> It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.</span></div><div><br></div><div><span style="color: rgb(84, 86, 90);">Qlik is an Equal Opportunity/Affirmative Action Employer. We are committed to fostering a workplace that is diverse, equitable and inclusive.</span></div><div><br></div><div><span style="color: rgb(84, 86, 90);">Qualified applicants will receive consideration for employment without regard to actual or perceived: race, color, religion, sex, sexual orientation, gender identity, pregnancy and related medical conditions, genetic information, national origin, age, marital status, protected veteran status, disability status or any other characteristic protected by applicable law. For United States applicants and employees, go to the US Department of Labor’s website to review the Equal Employment Opportunity Posters, including the “Know Your Rights” and “Pay Transparency Nondiscrimination” posters.</span></div><div><br></div><div><span style="color: rgb(84, 86, 90);">If you need assistance applying for a role due to a disability, please submit your request via email to </span><a href="mailto:accessibilityta@qlik.com" rel="noopener noreferrer">accessibilityta@qlik.com</a>. <span style="color: rgb(84, 86, 90);">Any information you provide will be treated according to Qlik’s</span> <a href="https://res.cloudinary.com/talend/image/upload/v1711824872/qlik/docs/Legal/Policies/qlik-recruitment-privacy-notice_z5gswn.pdf" rel="noopener noreferrer">Recruitment Privacy Notice</a><span style="color: rgb(84, 86, 90);">. Qlik may only respond to emails related to accommodation requests.</span></div><div><br></div><div><span style="color: rgb(84, 86, 90);">Qlik's recruitment team uses AI-enabled tools to help assess and evaluate candidates' qualifications. Any hiring decision will involve a human review, and you will not be subject to decisions based solely on automated means.</span></div><div><br></div><div><span style="color: rgb(84, 86, 90);">Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the refer</span></div></div>