Manager, Technical Support
Core
Lead a team of engineers to resolve complex network security issues for customers, ensuring operational efficiency and high customer satisfaction.
Role type
Manager, Technical Support (TAC)
Builds
Customer support operations and resolution workflows for network security products
Domain
Cybersecurity, Network Security, Cloud Security
Deliverable
client delivery
Required skills
Team leadership, performance management, conflict resolution, strategic planning, complex technical problem solving, prioritization under pressure
Preferred skills
Network Security and Cloud Security industry experience, SASE/Prisma Access support, SRE/DevOps coordination, authentication protocols (SAML, LDAP, RADIUS)
Technologies
IPSEC, TCP/IP, PKI, SSL/TLS, HTTP/HTTPS, SASE, Prisma Access
Responsibilities
Lead daily operations of Technical Support Engineers, provide mentorship and coaching, manage escalations for complex customer issues, collaborate with cross-functional teams (Sales, Customers, Partners), drive process improvement and automation initiatives
Seniority
Manager, hands-on leadership
