Mgr, Technical Support
Core
Lead a team of Technical Support Engineers to secure clients' digital environments, resolve complex network security issues, and ensure customer retention.
Role type
Senior IC manager of technical support (network security)
Builds
Secure client environments and support SaaS business model operations
Domain
Cybersecurity, Network Security, Cloud Security
Deliverable
client delivery
Required skills
Team leadership and management, Technical troubleshooting in network security, Cloud security expertise, Stakeholder management, Performance review and mentorship, Incident prioritization and crisis management
Preferred skills
Experience with AWS, Azure, GCP, Oracle, ITIL frameworks, AI-driven analytics, Trend analysis
Technologies
Salesforce, ServiceNow, JIRA
Responsibilities
Guide daily activities of Technical Support Engineers, Mentor engineers to enhance technical expertise, Support engineers in solving complex customer issues, Conduct Post-Incident Reviews (PIRs), Engage in Quarterly Business Reviews (QBRs) with customers, Oversee trend analysis on support cases
Seniority
Manager, hands-on leadership
