Samsung Senior Technical Support Manager

Job Type

Regular

Samsung Electronics America - Plano, TX 75023

2020 Companies seeks a full-time Samsung Senior Technical Support Manager professional to represent our client, Samsung Electronics America.

Pay:
Annual Salary $110,000

Location:

Based in Plano, TX

Schedule:

Monday - Friday: 7 am to 7 pm;
Rotating On-call: 7 pm to 6 am (Once every 3 weeks)

Are you a technical problem solver with deep expertise in enterprise mobility, mobile device management, and customer support? We're looking for a Samsung Senior Technical Support Manager to provide advanced technical support for enterprise customers, helping them resolve complex issues while delivering an exceptional customer experience.

In this role, you'll serve as the primary technical resource for enterprise clients, troubleshooting mobile devices, Mobile Device Management (MDM) platforms, enterprise networks, email systems, and other integrated technologies. You'll collaborate with customers, Samsung teams, headquarters, wireless carriers, and third-party partners to investigate complex issues, identify root causes, manage escalations, and ensure timely resolution within service level agreements (SLAs). You'll also contribute to operational improvements, technical documentation, reporting, and major incident management while mentoring team members and supporting critical customer environments.

The ideal candidate has extensive experience supporting enterprise mobile environments, strong knowledge of networking, Microsoft Exchange and Microsoft 365, Active Directory, mobile operating systems, and MDM platforms such as Microsoft Intune, VMware Workspace ONE (Air Watch), SOTI, Mobile Iron, MaaS
360, or Samsung Knox. Success in this role requires exceptional troubleshooting, analytical thinking, communication skills, and the ability to thrive in a fast-paced, customer-focused technical support environment.

If you're passionate about solving complex technical challenges and helping enterprise customers succeed with Samsung's mobile solutions, we encourage you to apply.

• Paid weekly
• Next-day pay on demand with Daily Pay
• Eligible for medical, dental, and vision benefits
• Eligible for 401k with company matching
• Scholarship opportunities for employees and direct family members
• Employee Assistance Program
• Paid Time Off
• Paid Holidays

Assisting enterprise customers with day-to-day activities including the following:

• Responsible for providing advanced technical support and troubleshooting on mobile products.
• Primary interface between customers, internal, and third-party escalation teams
• Investigate complex, multi-faceted issues that involve MDMs, Enterprise Networks, Mail Systems, and other 3rd party products.
• Analyze data, logs, and testing results to help identify root cause
• Evaluate issues from multiple angles; integrate data inputs to develop corrective actions while driving issues to resolution within the required SLAs
• Provide advanced troubleshooting over the phone, via web conferencing, or in-person
• Log and track all issues in the Samsung ticketing system
• Engage and escape to other advanced technical support teams when necessary
• Provide regular activity reports, post-mortem, and other ad hoc reports
• Help drive improvements in operational capabilities, troubleshooting, and other customer service functions

• Responsible for developing and mentoring junior team members by assessing strengths, creating plans to address deficiencies, and setting goals that will positively impact the overall performance of the individuals
• Manage internal technical projects, create timelines, and meet deadlines to comply with business needs
• Responsible for creating and maintaining relationships across other Samsung business groups to facilitate issue resolution, increase technical knowledge, or further increase team effectiveness
• Responsible for taking technical escalations, determining root cause, or effectively communicating next steps to the Senior Technical Specialists until full resolution is provided or a workaround is in place
• Act as the Major Incident Manager and be accountable for general procedures management, identifying the appropriate technical groups/resources, and keeping the customer informed about the progress of the case
• Available for on-call rotation

• Bachelor's Degree or 10 years of technical support experience is required. Technical degree preferred
• Prior experience in a telecommunications environment required, with specific focus on mobile device services and support (smartphones and tablets)

• Knowledge and experience with MDMs/EMMs is preferred (SOTI, Blackberry, Air Watch, Mobile Iron, MaaS
  360, MS Intune, Knox)
• Strong foundation and understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/Active Sync/Exchange/O365)
• Sound understanding of mobile platforms, device manufacturers, mobile browsers, and device management
• Solid foundation and understanding of…