Manager, Technical Support - Mexico City - Hybrid

About the role

Gigamon is seeking a Technical Support Manager to lead a team of Technical Support Engineers providing post-sales support to end users and partners. The position is based in Mexico City and requires managing technical and managerial tasks effectively under pressure. The role contributes to customer satisfaction across Gigamon’s install base and employee satisfaction within the team.

Gigamon protects hybrid networks and data through a deep observability pipeline that delivers network-derived intelligence to cloud, security, and observability tools. This helps customers eliminate security blind spots, optimize network traffic, and reduce tool cost and complexity. Gigamon serves more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.

Responsibilities

• Manage support teams in Mexico providing 24/7/365 support to global customers and partners.
• Ensure a high-quality customer experience through consistent responsiveness and monitoring.
• Develop and maintain operational metrics focused on case management, knowledge sharing, and escalation quality.
• Conduct regular one-on-ones, career planning, and annual focal reviews.
• Oversee customer escalations, manage situations effectively, and communicate progress and plans to the leadership team.
• Collaborate with sales, product management, engineering, and other business units as required.
• Use analytical problem-solving skills to apply innovative solutions.

Requirements

• Strong ability to manage technical and managerial tasks while working effectively under pressure.
• Analytical problem-solving skills.

Datos clave

• The position is based in Mexico City.
• Manage support teams providing 24/7/365 support to global customers and partners.
• The role includes overseeing customer escalations and communicating progress and plans to leadership.

Salario estimado

Salario estimado para soporte técnico en México: MXN 11.500 - 17.500 al mes, según 17 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.