Tech Manager, Customer Support(JAVA, Technical Support)

📋 Description

• • As a hands-on and technically astute Technical Support Manager at NICE Ltd., you will be instrumental in leading our AML Customer Support operations for the dynamic International Markets, encompassing EMEA and APAC regions. This pivotal role demands a leader who thrives at the intersection of technical expertise, people management, and customer success, operating with a deep understanding of our NICE Actimize AML solutions.
• • You will be the cornerstone of our support delivery, taking ownership of the backlog health, driving the resolution of complex technical cases, and expertly managing customer escalations. Your primary objective will be to ensure the highest quality of service and support for our global NICE Actimize AML customers, reinforcing NICE's commitment to customer satisfaction and operational excellence.
• • This is a leadership position that requires you to be close to the ground, guiding a team of approximately 16 L2/L3 AML Support Engineers. You will foster a culture of ownership, accountability, and continuous improvement, empowering your team to excel in their day-to-day delivery and professional development.
• • If you possess a passion for technical leadership, a dedication to customer success, a rigorous approach to operations, and a proven ability to build and nurture high-performing teams, this opportunity is designed for you.
• • *Hands-On Delivery & Execution:**
• • Actively oversee, guide, and participate in the resolution of intricate AML product and platform-related cases, ensuring timely and effective solutions.
• • Serve as the primary escalation point for high-severity issues, regulatory challenges, and any customer-impacting incidents, demonstrating calm under pressure and decisive action.
• • Meticulously review technical approaches, customer communications, and Root Cause Analysis (RCA) reports to guarantee accuracy, completeness, and adherence to best practices.
• • Collaborate closely with engineers to drive sustainable, long-term fixes rather than merely closing individual cases, focusing on systemic improvements.
• • Ensure proactive and transparent customer communication, providing regular risk updates and effectively managing customer expectations throughout the support lifecycle.
• • *Backlog, Quality & Operational Ownership:**
• • Take full ownership and manage the complete AML support backlog for the International Markets, ensuring efficient prioritization and resource allocation.
• • Drive strategic case prioritization, proactive aging management, and risk-based triage to mitigate potential issues before they escalate.
• • Track, analyze, and continuously improve key performance indicators (KPIs) such as backlog aging, average resolution time, Customer Satisfaction (CSAT) scores, quality metrics, and case reopen rates.
• • Enforce stringent case hygiene, maintain high documentation standards, and instill operational discipline across the team.
• • Lead effective incident response efforts and conduct thorough post-incident reviews to extract lessons learned and implement preventative measures.
• • *People Leadership (Hands-On & Present):**
• • Lead, coach, mentor, and develop approximately 16 AML Support Engineers, instilling a strong sense of ownership and accountability.
• • Conduct regular one-on-one meetings focused on performance, delivery expectations, career development, and individual growth.
• • Oversee and drive effective onboarding processes, accelerate ramp-up times, facilitate technical enablement, and champion continuous upskilling initiatives.
• • Identify high-potential individuals, create clear growth pathways, and develop succession plans to ensure team continuity and talent development.
• • Proactively and constructively address performance challenges, providing support and guidance for improvement.
• • *Customer Engagement & Stakeholder Management:**
• • Engage directly with key AML customers during critical escalations and when addressing sensitive or complex use cases, building strong relationships.
• • Foster seamless collaboration with Technical Account Managers (TAMs), Professional Services, Customer Success Managers (CSMs), Sales teams, and other cross-functional departments to ensure exceptional customer outcomes.
• • Establish and maintain trust through unwavering transparency, demonstrable accountability, and predictable, high-quality service delivery.
• • Represent the Customer Support function effectively in customer forums, executive reviews, and internal stakeholder meetings.
• • *Cross-Functional Collaboration:**
• • Work in close partnership with R&D, Product Management, Cloud Operations, and Infrastructure teams to address technical challenges and drive product improvements.
• • Ensure the high-quality reporting of defects and diligently follow through with engineering teams for resolution.
• • Actively participate in release readiness activities, system upgrades, and regulatory-driven initiatives, ensuring support readiness.
• • Channel customer insights, feedback, and recurring pain points into continuous improvement cycles for products and processes.
• • *Transformation & Continuous Improvement:**
• • Actively support NICE Actimize's strategic initiatives, including the adoption of Cloud technologies, the implementation of AI-assisted support tools, and the automation of support processes.
• • Identify operational inefficiencies within the support function and lead the implementation of practical, impactful improvements.
• • Cultivate a team culture that encourages engineers to think beyond day-to-day tasks and actively contribute to innovation and process enhancement.