Manager, Technical Customer Support, Focused Services
Core
Lead a team of Designated Support Engineers to resolve complex network security issues for established enterprise clients, ensuring secure digital transactions and driving customer retention.
Role type
Senior IC manager of technical customer support
Builds
Secure client environments and long-term customer relationships
Domain
Cybersecurity, Network Security, Cloud Security
Deliverable
client delivery
Required skills
Technical troubleshooting in network/cloud security, team leadership and mentorship, crisis management, strategic planning, stakeholder engagement, incident management, case trend analysis
Preferred skills
Experience with routers/switches/firewalls/VPNs, ITIL frameworks, enterprise case management systems (Salesforce/ServiceNow/JIRA), AI-driven analytics
Technologies
Checkpoint, Juniper/Netscreen, Fortinet, Cisco, Salesforce, ServiceNow, JIRA
Responsibilities
Guide daily team activities and mentor engineers on technical aptitude; Diagnose and resolve complex customer issues; Lead Post-Incident Reviews and Quarterly Business Reviews; Collaborate with Sales, Engineering, and Product teams; Manage account-level escalations and operational availability including on-call coverage
Seniority
Manager, hands-on leadership