Manager, Technical Customer Support, Focused Services
Core
Lead a team of Designated Support Engineers to identify and resolve complex network security issues for established enterprise clients, ensuring secure digital transactions and repeat business.
Role type
Senior IC manager (technical customer support)
Builds
Secure client environments and high-touch support services for enterprise accounts
Domain
Cybersecurity, Network Security, Cloud Security
Required skills
Technical support leadership, crisis management, strategic planning, network security troubleshooting, incident management, stakeholder engagement, team mentorship, operational oversight
Preferred skills
Network/Cloud security domain expertise, infrastructure component knowledge (routers, switches, firewalls, VPN), ITIL frameworks, AI-driven analytics, enterprise case management systems (Salesforce, ServiceNow, JIRA)
Technologies
Salesforce, ServiceNow, JIRA, Checkpoint, Juniper/Netscreen, Fortinet, Cisco
Responsibilities
Guide daily team activities and mentor engineers on technical aptitude; diagnose and resolve complex client network issues; lead Post-Incident Reviews (PIRs) and Quarterly Business Reviews (QBRs); oversee case trend analysis and operational details; manage account-level escalations and pre-sales/post-sales decisions; maintain operational availability including on-call coverage
Seniority
Senior, hands-on IC with management responsibilities
