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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Technical Support Engineer teams, ensuring high-quality resolution of complex customer incidents, and driving continuous improvement in support processes. Possesses strong domain knowledge in mainframe areas, including security, compliance, and DevOps, along with proven leadership and communication skills.
Highest-signal resume keywords
Mainframe Technical Support LeadershipCustomer Incident ResolutionTeam Collaboration and MentoringCommunication and Presentation SkillsContinuous Improvement in Support Processes
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Mainframe Infrastructure Software SupportDevOpsDatabase ManagementWorkload AutomationMonitoring and PerformanceOutput ManagementStorage ManagementTechnical Support StrategyPerformance Metrics ManagementKnowledge Management
Soft Skills
TeamworkCollaborationReliabilityLeadership
Tools & Technologies
AI ProductsSupport CampaignsExpert Change Planning
Certifications & Qualifications
Technical and Professional Certifications
Industry Keywords
Security and ComplianceMainframe OperationsCustomer SolutionsProduct AdoptionRenewals
About the role
Key responsibilities & impact- Lead, coach, and mentor Technical Support Engineer teams
- Set expectations for case quality, responsiveness, and technical content
- Conduct coaching, performance reviews, metric management, and case reviews
- Ensure timely, high-quality resolution of complex customer incidents
- Serve as management-level contact for critical or highly visible customer issues
- Convene internal teams, set timelines, and provide status updates to customers, executives, and account teams
- Participate in the weekend Manager on Duty rotation for Severity 1 cases
- Deliver proactive customer solutions through Support Campaigns and Expert Change Planning
- Collaborate with R&D on customer issues, requirements definition, and internal testing
- Prepare Support Insights for Value Stream Leadership reviews
- Provide feedback to Product Management and R&D based on case trends, defects, and adoption and usability challenges
- Assist with product adoption, renewals, and expanded use opportunities
- Champion continuous improvement across support processes and tools, including approved AI products
- Oversee the creation, review, de-duplication, and retirement of product knowledge artifacts
- Participate in technical support strategy and planning, including headcount, training roadmaps, global coverage, and annual projects
- Provide business review and operational updates to senior leadership
- Partner with HR to attract, select, and onboard Technical Support talent
Requirements
What you’ll need- Proven experience leading mainframe technical support or operations teams; the posting placeholder states “X to Y years”
- Domain and product expertise in relevant mainframe areas such as security and compliance, DevOps, databases, workload automation, monitoring and performance, output management, and storage management
- Strong written and verbal communication skills, including facilitating meetings and preparing and delivering presentations
- Teamwork, collaboration, reliability, and proven leadership competencies
- Bachelor's Degree or global equivalent in Computer Science or a related technical discipline is preferred
- Technical and professional certifications as applicable to support management
- 20+ years of management and staff experience in a related area such as mainframe infrastructure software support or mainframe infrastructure operations
- Legal right to work in the US
Benefits
Comp & perks- Discretionary annual bonus
- Competitive new hire equity grant
- Annual equity awards
- Medical, dental and vision plans
- 401(K) participation including company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- Company paid holidays
- Paid sick leave and vacation time
- Paid Family Leave and other leaves of absence according to applicable laws