Manager, Technical Support

Qlik
Full_time•Spain

Enhanced Job Description

📍 Job Overview

  • Job Title: Manager, Technical Support
  • Company: Qlik
  • Location: Barcelona, Spain
  • Job Type: Full-Time
  • Category: Management
  • Date Posted: 2025-06-20
  • Experience Level: 5-10 years
  • Remote Status: On-site

🚀 Role Summary

  • Lead a team of Technical Support Engineers to ensure top-tier technical support for Qlik products
  • Enhance customer relationships and guide case resolution while driving team success and implementing process improvements
  • Shape the careers of talented engineers and contribute to the overall success of Qlik

💻 Primary Responsibilities

  • Customer Relationship Management:

    • Build strong relationships with customers and ensure their concerns are addressed promptly
    • Communicate directly with customers to understand their needs and provide tailored solutions

  • Case Resolution Guidance:

    • Lead your team in effectively handling support cases, ensuring timely and satisfactory resolutions
    • Collaborate with team members to troubleshoot complex issues and drive case closure

  • Team Management and Development:

    • Set and achieve quarterly training goals and customer satisfaction targets
    • Mentor and develop team members to reach their full potential and advance their careers

  • Process Improvement:

    • Implement enhancements to refine support processes and make the team more effective
    • Continuously monitor and analyze support metrics to identify areas for improvement

  • Strategic Planning:

    • Collaborate with stakeholders to execute strategic plans and enhance support operations
    • Contribute to the development and implementation of support strategies and roadmaps

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Computer Science, Engineering, or a related field

Experience: At least 5 years of proven support management experience, with a track record in handling escalations, critical situation management, and negotiating resolutions

Required Skills:

  • Proven leadership skills with a focus on mentorship and team development
  • Strong customer-centric mindset and excellent communication skills, both verbal and written
  • Technical expertise in data integration technologies and concepts
  • Problem-solving abilities with a creative and proactive approach to enhancing support processes
  • Fluency in English

Preferred Skills:

  • Experience with Qlik products and support processes
  • Familiarity with Agile methodologies and customer satisfaction metrics
  • Knowledge of Spanish language and culture

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

  • Specific support management portfolio requirement 1 (e.g., case study demonstrating successful resolution of complex customer issues)
  • Specific support management portfolio requirement 2 (e.g., team development project showcasing mentorship and career growth strategies)
  • Specific support management portfolio requirement 3 (e.g., process improvement initiative with measurable results)

Technical Documentation:

  • Technical documentation requirement 1 (e.g., detailed case resolution guides and best practices)
  • Technical documentation requirement 2 (e.g., team training materials and performance metrics)
  • Technical documentation requirement 3 (e.g., process improvement plans and support strategy roadmaps)

💵 Compensation & Benefits

Salary Range: €60,000 - €80,000 per year (based on experience and performance)

Benefits:

  • Comprehensive health insurance and wellness programs
  • Competitive pension and retirement plans
  • Generous vacation and time-off policies
  • Flexible work arrangements and remote work options
  • Employee stock purchase plan and equity compensation
  • Career development opportunities and mentoring programs
  • Corporate social responsibility initiatives and community involvement

Working Hours: Full-time, 40 hours per week, with flexible scheduling and maintenance window considerations

🎯 Team & Company Context

Company Culture:

  • Industry: Business Intelligence and Analytics
  • Company Size: Large (1,001-5,000 employees)
  • Founded: 1993
  • Team Structure:
    • Medium-sized support team with a focus on collaboration, knowledge sharing, and cross-functional integration
    • Reporting structure: Manager, Technical Support reports directly to the Director of Technical Support
    • Development Methodology: Agile/Scrum methodologies and customer-centric approach to support processes

Development Methodology:

  • Development Process 1: Agile/Scrum methodologies for sprint planning and support case prioritization
  • Development Process 2: Collaborative code review and testing processes for continuous improvement
  • Development Process 3: CI/CD pipelines and automated deployment for efficient support case resolution

Company Website: Qlik

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level to senior support management role with significant influence on customer satisfaction and support operations

Reporting Structure: Manager, Technical Support reports directly to the Director of Technical Support, with cross-functional collaboration with product, engineering, and marketing teams

Technical Impact: Directly influence Qlik's customer satisfaction scores, support case resolution times, and overall support effectiveness

Growth Opportunities:

  • Growth Opportunity 1: Develop and implement strategic plans to enhance support operations and drive customer satisfaction
  • Growth Opportunity 2: Mentor and develop team members to advance their careers and contribute to Qlik's success
  • Growth Opportunity 3: Collaborate with stakeholders to execute strategic plans and enhance support processes

🌐 Work Environment

Office Type: On-site, with flexible work arrangements and remote work options available

Office Location(s): Barcelona, Spain, with global team members and remote collaboration opportunities

Workspace Context:

  • Workspace Aspect 1: Collaborative workspace with cross-functional integration between support, product, and engineering teams
  • Workspace Aspect 2: Access to modern tools, technologies, and resources for effective support case resolution and team management
  • Workspace Aspect 3: Flexible work arrangements and remote work options to support work-life balance and team productivity

Work Schedule: Full-time, 40 hours per week, with flexible scheduling and maintenance window considerations

📄 Application & Technical Interview Process

Interview Process:

  • Process Step 1: Technical assessment focusing on support management skills, problem-solving, and process improvement
  • Process Step 2: Behavioral interview focusing on leadership, communication, and team management skills
  • Process Step 3: Final interview with the Director of Technical Support, focusing on cultural fit and strategic alignment

Portfolio Review Tips:

  • Portfolio Tip 1: Highlight specific support management achievements and team development initiatives
  • Portfolio Tip 2: Include case studies demonstrating successful resolution of complex customer issues and process improvement initiatives
  • Portfolio Tip 3: Showcase team development projects and mentorship programs to emphasize leadership and team-building skills

Technical Challenge Preparation:

  • Challenge Preparation 1: Brush up on support management best practices, customer-centric methodologies, and process improvement techniques
  • Challenge Preparation 2: Review Qlik's support processes, customer satisfaction metrics, and support strategy roadmaps
  • Challenge Preparation 3: Prepare specific examples of successful support case resolution, team development, and process improvement initiatives

ATS Keywords: (Comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category)

  • Programming Languages: Python, SQL, JavaScript, Java
  • Web Frameworks: React, Angular, Vue.js
  • Server Technologies: Linux, Windows, AWS, Azure, Google Cloud
  • Databases: MySQL, PostgreSQL, MongoDB, SQL Server
  • Tools: Jira, Confluence, Trello, Asana, Git, GitHub, Jenkins
  • Methodologies: Agile, Scrum, Kanban, DevOps, ITIL, COBIT
  • Soft Skills: Leadership, Communication, Teamwork, Problem-Solving, Adaptability, Customer Focus
  • Industry Terms: Support Management, Customer Success, Technical Support, IT Service Management, Customer Relationship Management, Customer Experience

📌 Application Steps

To apply for this web development/server administration position:

  1. Submit your application through the Qlik careers page.
  2. Tailor your resume to highlight relevant support management experience, leadership skills, and technical expertise.
  3. Prepare a comprehensive support management portfolio showcasing your achievements, team development initiatives, and process improvement projects.
  4. Review the Qlik careers page for additional information about the application process and company culture.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with Qlik before making application decisions.

Application Requirements

Candidates should have proven leadership skills and at least 5 years of support management experience. A B.S. degree in Business, Computer Science, Engineering, or equivalent is required, along with strong communication and problem-solving abilities.