Support Manager I

Job Title: Support Manager I

Business Unit: Client Support

Supervisory Responsibility: Yes

At Siemens, we help organizations transform maintenance and operations through connected insights, AI-powered technology, and intelligent asset management solutions. Our software enables customers to manage the full lifecycle of assets, facilities, and infrastructure while improving efficiency, reducing risk, and optimizing long-term investments. By connecting data, people, and processes, we empower organizations to make smarter decisions, maximize asset performance, and achieve more resilient operations.

Description

The Support Manager is an entry‑level leadership role responsible for the day‑to‑day tactical execution of SaaS support. This role ensures that frontline support operations run smoothly during assigned business hours by managing workload, coaching in real time, and supporting team readiness.

Team Leads focus on today’s execution—ensuring clients receive timely, high‑quality support while developing the skills and consistency of the team. This role serves as the first step into people leadership and prepares individuals for broader people and performance ownership at the Manager level.

You’ll make an impact by

• Oversee daily queue and workload management, ensuring coverage, prioritization, and timely response across support channels
• on support to Client Support Specialists and Analysts during live client interactions, serving as a readily available escalation, guidance point, and delivering 1:1’s
• Handle ticket escalations and client concerns, clearly framing issues, gathering required information, and driving timely resolution for internal and external stakeholders
• hire training, mentoring team members on best practices, documentation, and effective client support behaviors
• Monitor basic performance indicators (e.g., SLA adherence, quality, responsiveness) and address gaps in real time
• departmental discussions
• Partners with Support Management on staffing strategy and hiring decisions by assessing team needs, participating in interviews, and providing recommendations
• facing roles, with exposure to live support environments (phone, chat, email, or escalations)
• Experience in SaaS customer support or service operations including working knowledge of support processes, ticket queues, SLAs, quality standards, and escalation workflows
• paced environments
• Strong organizational and prioritization skills, with the ability to manage competing demands
• Clear, effective communication skills, both written and verbal
• Working knowledge of support tools, processes, and quality standards (preferred)
• Willingness to explore AI and innovative technology to improve processes and efficiency
  
  

You'll Thrive Even More If You Also Bring

• volume situations
• on guidance
• Operational mindset, focused on consistency, quality, and execution
• Advance product and process knowledge in multiple areas with a history in delivering exceptional client experience
  
  

, At Siemens you will have the opportunity to grow your career while helping organizations operate smarter, safer, and more sustainably. We foster a culture of innovation, collaboration, and continuous learning, where employees are empowered to make a difference every day. If you're excited about solving real-world challenges and shaping the future of asset management, we encourage you to apply.

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