Advanced Support Manager

Job Summary

Do you love MATLAB?  Do you want to manage MATLAB experts to provide the highest level of support to MathWorks' customers?  Do you want to lead a dynamic team that will influence the direction of MathWorks products?

The function of the Advanced Support Group is to provide technical post-sales support for customers on issues that require advanced knowledge and expertise. The Advanced Support Manager is responsible for hiring advanced support positions, managing existing team members and for helping to evolve the advanced support function within the MathWorks.

Responsibilities

• Hire and train advanced support engineers.
• Help evolve the vision for the area, working with appropriate members of Development and other adjacent groups.
• Provide technical post-sales support and guidance on issues escalated from the technical support group.This includes assisting customers with the use of MATLAB/Simulink/Stateflow programs and models to solve specific problems.
• Communicate customer feedback to help guide product development.
• Produce long term support contributuions as appropriate.
• Act as liaison between Development, Technical Support and other customer facing groups regarding post-sale customer issues.
• Interface with customers (though minimal travel required).
• Help train Technical Support Engineers in area of expertise.

Qualifications Required / Preferred

• M.S. or Ph.D. in Engineering.
• Minimum of 5 years experience in applying MathWorks tools to real-world engineering problems.
• Knowledge of MATLAB/Simulink/Stateflow.
• Specialization in MATLAB programming, and experience in the applicable industries, such as Automotive, Aerospace, Finance, etc..
• Excellent verbal and written communication skills.
• Strong interest in working directly with customers to help them understand how to apply our products to their problems.
• Team leader and/or management experience.