Senior Business Product Technical Support Manager

TP-Link is a leading provider of consumer Wi-Fi networking products. We continuously develop new products and technologies that transform the way people connect. Our networking expertise uniquely positions us as a leader in emerging technologies that improve our everyday lives, such as smart home products. TP-Link networking and smart home products and services make daily lives simple and secure.

Spacious and modern, our new Irvine location creates a casual atmosphere that fosters team collaboration. In addition to free snacks and drinks, we provide all employees with fully paid medical, dental and vision insurance, and contribute to their 401k funds. We have a robust benefits package, including over four weeks of PTO per year bi-annual pay increases. We strive to create an inclusive environment that provides opportunities for career development and advancement. We offer health & wellness benefits, including free gym membership, quarterly team building events and more. Come join our team!

What we’re looking for:

TP-Link USA Corp is seeking an independent, energetic technology-driven professional to become a part of our local US-Based Business Technical Support team as a Technical Support Specialist. This position will focus on our SMB/Enterprise product lines and US customer base. This position will require the candidate to:

Responsibilities:

• Responsible for the design and planning of the overall pre-sales and post-sales service and delivery process for business network products in US market.
• Responsible for organizing responses to remote (via phone, email, remote desktop, etc.) or on-site technical support service requests from key US customers, planning SLA standards and support programs for each support level.
• Responsible for the overall planning of Omada's training and certification system in the U.S. market, the development and implementation of the training material output plan and the maintenance of Training Partner's relationship.
• Responsible for interfacing with R&D, testing, product, marketing and customer service teams and coordinating resources across departments to drive product problem solutions on time.
• Responsible for the development and implementation of short and long term OKRs for the US Technical Support team.
• Responsible for team building and administration of the US technical support team, including but not limited to recruiting, training, and performance appraisals.

Requirements

• 5+ years of business customer technical support team management experience.
• 3+ years of experience in the field of network management / support practice.
• Expert-level knowledge of Wired and Wireless Networking (TCP/IP, DHCP, DNS, IGMP, 802.1X) and common networking features (VPN, 802.1Q VLAN, VoIP, Multicast, Centralized Network Management).
• Able to provide customer solutions based on requirements and TP-Link products.
• Familiar with the planning, design, deployment, operation and maintenance processes of wired and wireless networks in medium to large enterprises/campuses, and able to guide the team to complete the above processes with excellence.
• Familiar with common problems and troubleshooting solutions for medium to large enterprise/campus wired and wireless networks, and able to guide the team in quickly troubleshooting a variety of customer issues.
• Excellent cross-team communication and leadership skills, collaborative and creative.
• Ability to work under a high level of pressure and acceptance to deal with emergencies out of hours when necessary.

Preferred Skills:

• Having working Experience in the networking industry
• Networking certifications (CCNA/CWNA/ACNT/CCNP/CCIE/Etc.)

Education:

• BA Degree from an accredited college. Information technology, Computer Science, or computer engineering preferred.

Benefits

Salary: $120K - $140K annually + Bonus

WHAT WE"RE ALL ABOUT:

TP-Link is always seeking ambitious individuals, who are enthusiastic and passionate about their work. We are a global company that values diversity and thrives on entrepreneurial spirit and drive. While TP-Link has made its global mark, it is still a relatively new brand to the U.S. As we grow and shape our team, we’re looking for people to directly influence the success of our U.S. business.

Feel a connection? Send us your resume and a cover letter telling us why you believe you’re the right fit for our team.

We are committed to diversity. TP-Link is an Equal Opportunity and Affirmative Action Employer M/F/D/V.