Technical Support Manager

About Us

Eagle Eye Networks is the global leader in cloud video surveillance, delivering cyber‑secure, cloud‑based video with artificial intelligence (AI) and analytics to make businesses more efficient and the world a safer place. The Eagle Eye Cloud VMS (video management system) is the only platform robust and flexible enough to power the future of video surveillance and intelligence. Eagle Eye is based in Austin, Texas, with offices in Amsterdam, Bangalore, and Tokyo.

Eagle Eye Networks is a dynamic, fast‑moving company. We value the benefits of face‑to‑face collaboration, and we believe it is more enjoyable and productive. The synergy of in‑office interaction is critical to our culture and your presence is essential for Eagle Eye Networks’ success. Eagle Eye Networks has recently announced a return‑to‑office initiative that requires employees to be in the office five days a week.

Our Technical Support Managers lead global, "follow‑the‑sun" teams, solving complex technical issues for customers. They excel in customer satisfaction and technical expertise, ensuring the team stays current with technology and troubleshoots effectively.

In this fast‑paced role, you'll be accountable for customer delivery, embrace challenges, and prioritize your team's growth. As Manager, you'll develop the Technical Support team, establish KPIs, identify improvements through data, and collaborate to enhance support outcomes. Your focus will be on continuous improvement, elevating support execution, and delivering a world‑class customer experience for our top‑tier Eagle Eye Cloud VMS SaaS solutions.

• Manage a KPI/metrics‑driven support team, overseeing daily operations, ensuring high‑quality service, and prompt resolution of technical issues.
• Engage directly with Eagle Eye Networks Resellers and End User Customers through video conferencing, phone calls, chat sessions, and email exchanges as necessary to ensure issues are resolved to our Customers’ satisfaction.
• Manage Technical Support resources in multiple geographical locations, requiring flexibility in work hours when required.
• Develop and maintain support processes, driving continuous improvement and accountability for customer satisfaction.
• Coach team members, conduct interviews, educate internal staff, and work with the Director of Technical Support to enforce policies and manage escalations.
• Answer questions, resolve complaints, and manage elevated calls.
• Distribute tasks to agents based on specialty and experience, ensuring adherence to schedules and optimal queue coverage.
• Manage incoming support requests via multiple channels for timely and effective resolution.
• Support and drive Technical Support Agents’ learning and development journey.

• 3 to 5+ years of management experience in a SaaS technical support environment, managing agents at all skill and experience levels
• Excellent communication skills – verbal and written, with the ability to liaise effectively with both technical and non‑technical stakeholders
• Dutch and/or German business language proficiency is a plus
• Proven experience collaborating with internal colleagues across all departments and at all levels of the organisation
• Ability to mentor and coach
• Excellent conflict resolution skills
• Excellent time management skills (able to meet deadlines)
• Strong or excellent analytical and critical thinking skills
• Strong leadership skills
• Able to adapt/pivot quickly and thrive in a fast‑paced environment
• Minimum 5 years experience supporting a high‑volume SaaS product
• Familiarity with SaaS environments and the unique challenges they present
• Familiarity with hardware support environments and their associated challenges
• Exceptional problem‑solving skills and the ability to think creatively to develop solutions to complex technical challenges
• Strong customer service orientation and the ability to manage customer expectations effectively

• Diverse team with 25+ nationalities
• 23 paid holidays yearly + Dutch public holidays
• Compensation for travel expenses from your home to the office;
• Company equipment for work use;
• Enrollment in the Eagle Eye Networks B.V. collective pension plan;
• Drink…