Manager, Technical Support
Core
Lead a team of Designated Support Engineers to manage complex customer escalations, drive performance through mentorship, and ensure seamless service delivery for enterprise clients.
Role type
Senior management IC (Technical Support Team Lead)
Builds
High-touch technical support services for enterprise customers
Domain
Cybersecurity, Network Security, Cloud Security
Deliverable
client delivery
Required skills
Team leadership, crisis management, incident response, troubleshooting, stakeholder collaboration, process improvement, AI-driven insights utilization
Preferred skills
Endpoint and Cloud Security domain expertise, XDR/EDR solutions experience, ITIL frameworks knowledge, case management systems proficiency
Technologies
Salesforce, JIRA, Cortex, XDR, EDR
Responsibilities
Lead daily team activities and performance management, act as primary escalation point for complex issues, conduct Post-Incident Reviews, engage in customer Quarterly Business Reviews, collaborate with Sales/Engineering/Product teams, manage case escalations using AI insights
Seniority
Senior, hands-on IC with management responsibilities
