Role : Manager, Technical Solutions :

The responsibilities would include leading the Support operations for product based email and collaboration solutions. This role involves managing a team of support engineers, ensuring high-quality customer service, and collaborating with Engineering, Product, and Customer Success teams to resolve complex technical issues ensuring customer satisfaction.

Key Responsibilities :

1. Team Leadership & Management :

- Lead, mentor, and develop a team of Technical Support Engineers.

- Drive performance through KPIs, SLAs, and regular reviews.

- Build a strong culture of ownership, accountability, and continuous improvement.

2. Customer Support Operations :

- Oversee day-to-day support operations including ticket triaging, escalation management, and resolution tracking.

- Ensure adherence to SLAs and customer satisfaction targets.

- Handle critical escalations (P1/P2 issues) and act as an incident coordinator when required.

3. Technical Expertise :

- Act as a Subject Matter Expert (SME) for Zimbra architecture, including : Mail flow (SMTP, IMAP, POP) LDAP, authentication, and directory services Zimbra Proxy, MTA, and mailbox servers.

- Troubleshoot complex issues related to performance, outages, and integrations.

4. Cross-functional Collaboration :

- Work closely with Engineering for bug escalations and product improvements.

- Drive feedback loops to improve product quality and supportability.

5. Process Improvement :

- Define and optimize support workflows (e.g., ticket hygiene, escalation paths).

- Implement automation and tools to improve efficiency.

- Maintain knowledge base, runbooks, and documentation.

6. Reporting & Analytics :

- Track and report key metrics.

- Provide insights to leadership on trends, risks, and improvement areas.

Required Skills and Qualifications :

- Strong experience with Zimbra administration and troubleshooting.

- Solid understanding of Linux/Unix systems, Email protocols (SMTP, IMAP, POP3), DNS, SSL/TLS, networking basics, experience with log analysis, monitoring tools, and performance tuning.

Management Skills :

- 815 years in technical support, with 5+ years in a leadership role.

- Proven experience managing escalations and customer communications.

- Strong stakeholder management and decision-making abilities.