Technical support manager

• Provide technical support to client customers

• Write posts in forums

• Maintain user manual

• Provide know-how, best practice for implementing client for new customers

• Provide chat support

• Resolve functional/technical issues

• Prepare videos

• Some QA activities in order to achieve excellence in the product

• Ensure customer success through high-quality implementations

• Do basic pre-sale demos to potential customers, escort new customers on their first steps

• At least 3 years experience in supporting/implementing/professional services for similar ALM tools, such as (we put stars to indicate priority):

• Polarion (now of siemens) ***

• HP ALM ***

• Jama software ***

• Seapine ***

• IBM DOORS **

• MKS Integrity (now PTC) ***

• Smartbear (ALMComplete )**

• TechExcel **

• Requirements Matrix **

• TFS (for the requirements and MTM - test management) ***

• Teamcenter (Siemens) **

• ETQ ***

• Master Control ***

• Sparta Systems **

• Grand Avenue **

• Atlassian *

• Agile Oracle **

• Strong technical understanding of web based application working environment.

• Experience with SaaS, Web-based technologies

• Strong written and verbal communication skills in English - MUST

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• Strong Program/Project management skills and coordination. Strong understanding of project management methods. Able to manage multiple work plans, schedules, resources, and deliverables.

• Experience with Technical account management or Engagement management. Excellent organizational, time management, relationship management, business strategy and analytic skills

• Successful implementation and operation of relevant business technologies, processes and procedures

• Proven ability to retain and grow business within existing accounts

• Experience developing, nurturing, and maintaining both Executive and management relationships

• Strong written and verbal communication skills in English

• Residence in Surat

• Some experience in technical writing, preparing videos, posts, powerpoints etc.

• Experience/tech knowledge in Microsoft environment

• 5+ years in an account management (or similar) role with responsibility for delivering projects and/or technical solutions

• 3+ years working in Software-as-a-Service (SaaS) product business

• 3+ years working in technical support building team and tools.

• Major Advantage if worked on supporting one of the following tools vendors: JIRA by Atlassian, QC by HP, Master Control, Grand Avenu, TFS by Microsoft, Team Center by Siemens, Agile by ORACLE,  JAMA, JAZZ/DOORS by IBM.