Technical Support Manager Cover Letter

I submit this application to express my sincere interest in the technical support manager position.

In my previous role, I was responsible for leadership and expertise in implementing a product strategy for a variety of products/ product lines/applications focused around IOT, Managed Security & telco cloud operations.

Please consider my qualifications and experience:

• Experience with issue tracking and trend analysis
• Experience in the lock or security industry helpful
• Experience in the software industry within technical support, including people management
• Extensive expertise in developing metrics to measure the delivery technical support within the organization
• Experience in a commercial enterprise environment is highly desirable
• Good communications and social skills
• Track record of accomplishment and service delivery within organizations
• Background as a technical support engineer, including front-line contact with customers via phone and e-mail

I am excited to be applying for the position of technical support manager. Please accept this letter and the attached resume as my interest in this position.

In my previous role, I was responsible for remote support on McAfee Data Security products such as Dynamic Endpoint products such as VSE, ENS, MOVE (Management for Optimized Virtual Environments), Linux and Mac security products and dealing with Malware Issues, and resolve product related issues during POC & post-deployment phase, through research and troubleshooting.

Please consider my experience and qualifications for this position:

• Proficiency in Salesforce, Trouble Ticket management, network performance analysis, workforce and cost analysis
• Technical background in Networking, Wireless, or cloud computing
• Establishment and management of project financials
• Passionate about technology and open source
• Willingness to work weekends and in on-call roles
• Thorough familiarity with enterprise technical support practices
• Management experience in a technical support role
• Experience in running customer based IC applications preferred

I would like to submit my application for the technical support manager opening. Please accept this letter and the attached resume.

In the previous role, I was responsible for remote support on the Gateway Security products of McAfee such as Email and Web Security, and resolve product related issues during POC & post-deployment phase, through research and troubleshooting.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Remains calm on escalated instances
• Knowledge of UNIX shell, Perl, PL/SQL, Databases, Tools, C++, Java, J2EE, Ruby
• Has experience with directly managing many FTEs and PTEs (student workers)
• Process oriented for repeatable success
• Handles customer problems that appear to arise from the use of the product or IT services
• Understands how to provide and deliver services within a defined scope-of-work and how to manage out-of-scope requests for support
• Completes, maintains, and processes pertinent paperwork and records that relate to legal and contractual obligations
• Plans and schedules various levels of support for the team with taking into consideration outside factors

I would like to submit my application for the technical support manager opening. Please accept this letter and the attached resume.

In the previous role, I was responsible for benchmarking analysis aimed at cost reduction and process improvements to continuously improve maintainability, reliability, and availability of the system.

My experience is an excellent fit for the list of requirements in this job:

• Goal and resulted oriented
• Has experience and knowledge in how all the smaller pieces of technology can put them together to provide a single solution to the customer
• Extensive technical background and focus on a particular area of expertise (e.g., acoustics, deep water)
• Working knowledge of multiple product lines offered in Geomarket (desirable)
• Deliver measurable and superior customer satisfaction, productivity and employee growth in a culture of sustained world class technical support
• Lead and motivate a team of support engineers, continually striving to provide more comprehensive and responsive assistance to our customers
• Drive continuous growth in the support team through performance management, mentoring, and training
• Provide direction to the team of support engineers including prioritization and resource scheduling

I would like to submit my application for the technical support manager opening. Please accept this letter and the attached resume.

In the previous role, I was responsible for remote support on the SIEM, DB Security, products and resolve product related issues during POC & post-deployment phase, through research and troubleshooting.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Championing change management and operational readiness within the support delivery teams
• Analyze team performance and suggest corrective and innovative approach to improve team performance
• Ensure team metrics are on improving trends like Backlog management, Customer Satisfaction scores, TTR, Knowledge Management
• BE/BCS/MCS/MCM from reputed institutes
• Technology exposure/understanding of Windows, Exchange, Unix, Networking and Security concepts is ideal
• Take the lead and ownership to resolve issue within 5 days
• Go on site to troubleshoot the issue
• Attend customer meeting to explain issue and proposed solution