[Hiring] Technical Support Manager @Qlik

Role Description

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. 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.

• 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.
• Identifies where the customer stands in their journey towards success, solving roadblockers and understanding their struggles/pain points/challenges proposing a mitigation plan.
• Lead the analysis, architecture, design, and development of large-scale data management and business intelligence solutions.
• Document and present complex architectures to customer technical teams.
• Work closely with all Qlik internal teams to ensure successful customer deployments.
• Full hands-on work analyzing customer reported issues.

Qualifications

• 8-10 years of experience in technical support with SaaS product organization, with at least 2 years in a manager’s/Team lead role.
• Digital and AI Agentic experience in handling the large customer ticket volume.
• Proven track record of leading large, global technical support teams in a 24x7 enterprise environment including weekend support.
• Strong knowledge of Analytical/ETL tools, Databases (SAP, SQL databases, ServiceNow/Salesforce) and experience supporting complex, cloud-based enterprise solutions.
• Education: Bachelor’s degree in computer science, Information Technology, or a related field. A master’s degree is a plus.

Requirements

• Strategic Leadership: Demonstrated ability to define and execute strategies that align support functions with broader business objectives.
• Customer-Centric Approach: Proven experience in driving customer success and satisfaction through effective technical support processes.
• Collaboration & Influence: Strong cross-functional collaboration skills, with the ability to influence and drive change in a matrixed environment.
• Analytical & Problem-Solving: Ability to analyze data and metrics to make informed decisions and implement improvements.
• Communication: Exceptional communication skills, both written and verbal, with the ability to present to and influence executive leadership.
• Adaptability: Willingness to work night shifts and adapt to the demands of a 24x7 global support function.

Benefits

• Named in Newsweek’s ‘Americas Greatest Workplaces 2025’.
• Genuine career progression pathways and mentoring programs.
• Culture of innovation, technology, collaboration, and openness.
• Flexible, diverse, and international work environment.
• Comprehensive benefits, including 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.