Catalina Dinu

As a Senior Technical Support Engineering Manager, I lead high-performing global teams in delivering exceptional customer support experiences across complex technical landscapes. My role blends strategic oversight with hands-on leadership, ensuring operational excellence, team development, and customer satisfaction.

Key Responsibilities:
• Customer Advocacy & Escalation Management: Act as the first line of escalation for critical customer issues, ensuring timely resolution and proactive communication. I analyze business impact and engage cross-functional teams to remove roadblocks and restore service confidence.

• Team Performance & Readiness: Monitor ticket resolution metrics, coach engineers on technical and professional growth, and foster a culture of continuous learning. I lead readiness programs and mentor engineers to build scalable support capabilities.

• Operational Excellence: Drive consistency and rigor in support delivery by leveraging data insights, backlog trends, and performance dashboards. I identify service improvement opportunities and implement process enhancements to elevate support quality.

• Cross-Team Collaboration: Partner with product groups, engineering teams, and account manager teams to resolve complex issues and influence product improvements. I contribute to strategic initiatives that align support operations with business goals.

• Culture & Inclusion Leadership: Champion diversity, equity, and inclusion through global initiatives, fostering allyship and inclusive learning.

• Talent Development & Career Growth: Lead talent discussions, promotion planning, and mentoring programs to support career progression across the team. I help shape development frameworks and guide engineers toward impactful career paths.

• Development and Mentoring
  * Contribute technical feedback for performance evaluations of Engineers.
  * Provide actionable process/technical feedback derived from data analysis of call/case reviews to Managers and Partner Supervisors/Managers
  * Develop Workshops, Deliver customized health checks, supportability reviews, workshops, expert round tables, risk assessments
  
• Knowledge Sharing Contribution
  * Conduct regular technical triages
  * Review of all existing cases until solution is delivered (or as long as needed)
  
• Effective Communication
  * Manage customer escalations and recognize when to solicit additional help & demonstrate ability to recover from dissatisfied-customer situations
  * Conduct interviews and assists with hiring and recruiting process
  * Contribute to process and internal tools development

• Led troubleshooting efforts for complex technical issues, enhancing system reliability and user satisfaction.
• Developed and implemented process improvements, streamlining support workflows and reducing resolution times.
• Mentored junior engineers, fostering skill development and enhancing team performance through knowledge sharing.
• Collaborated with cross-functional teams to design solutions addressing customer needs and operational challenges.