Staff Technical Support Manager, Enterprise

Stack

Responsibilities

• ▹Design and launch the operating model, vendor strategy, processes, tooling, training, metrics, capacity planning and governance
• ▹Own the external B2B support vendor relationships day to day and the processes connecting vendor agents with Mozilla teams
• ▹Act as the operational bridge between Enterprise customers, CX, Product and Engineering
• ▹Participate in a defined incident coverage model and periodically lead the response to major customer incidents
• ▹Coordinate escalation and handoffs to Mozilla engineers and oversee post-incident reviews and root cause analysis
• ▹Use customer demand, service performance and cost data to decide how to expand across geographies, languages and coverage models

Requirements

• ▹Support operations expertise
• ▹Vendor management experience
• ▹Program development experience
• ▹Technical fluency
• ▹Calm leadership under pressure

Soft skills

About the company

Mozilla Corporation is a non-profit-backed technology company behind the Firefox browser, used by more than 225 million people each month.