Sr Mgr, Technical Support
Core
Lead a team of Technical Support Engineers to resolve complex network security issues for customers, ensuring high performance and customer satisfaction.
Role type
Senior Manager, Technical Support (Team Lead)
Builds
Customer support operations and resolution outcomes 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, process improvement, automation, cross-functional collaboration
Preferred skills
Network Security and Cloud Security industry experience, supporting cloud-based products (SASE, Prisma Access), coordinating with SRE/CRE/DevOps teams, enterprise-level service delivery, authentication protocols (SAML, LDAP, RADIUS)
Technologies
IPSEC, TCP/IP, PKI, SSL/TLS, HTTP/HTTPS, SASE, Prisma Access, SAML, LDAP, RADIUS
Responsibilities
Lead daily operations of the Technical Support team, provide mentorship and coaching to achieve KPIs, manage escalations for complex customer issues, collaborate with Sales, Customers, and Partners, drive process improvement and automation initiatives
Seniority
Senior, hands-on management
