Program Manager for Technical Support

Job Title: Program Manager for Technical Support
Location：Wuhan

Synopsys Software Integrity Group
Software Security + Software Quality = Software Integrity
•     EN: https://www.synopsys.com/software-integrity.html
•     CN: https://www.synopsys.com/zh-cn/software-integrity.html

Responsibilities
The Escalation Manager (APAC and Japan), as part of our Global Technical Support Team, will be responsible for all critical issues following up. In this role, the Escalation Manager will work closely with Account Team (including Sales, Pre-Sales, etc.), Support Team (Post-Sales, Staff Engineer, etc.) and all related stakeholders until the critical situation is solved.

Tasks essential to this position include:
•     Overall responsibility of the case/account to R&D, Customer, Synopsys Management
•     Cooperation with Staff Engineer that the related Jira ticket is correctly escalated to R&D
•     Customer communication on high level
•     Arrange and host regular internal and external status calls
•     Define the escalation criticality
•     Define and update action plan, schedules
•     Report the case/account status to relevant stakeholders
•     Request/agree fix schedules based on customer situation and case(s) criticality
•     De-escalate the case/account when issue(s) addressed
•     RCA & Post Mortem on case closure
•     Maintain & develop Escalation process

Requirements
As with any management job, it goes beyond the regular work hours due to the nature of a global technical support team.
•     Focus on Customer Experience, enjoy fast-paced, energetic environment
•     Bachelor’s degree or above in Computer Science or equivalent work experience
•     Minimum 3 years working experience in development or technical support
•     J2EE/C++/Python programming experience
•     Outstanding written and verbal communication skills in English
•     Project management skills to drive complex projects with multiple stakeholders
•     Process management skills to identify areas for process improvement
•     Team player with a customer-focused attitude.
•     Sense of urgency in aligning with the customer for a timely resolution
•     Understand Japanese/Korean (Optional)