Manager, Product Support Engineer
Core
Manage a team of Information Security Product Support Engineers to deliver high-level customer service and resolve enterprise security incidents.
Role type
Manager, Product Support
Builds
Customer support operations for email protection and cloud security platforms
Domain
Cybersecurity, Email Security, Cloud Services
Deliverable
client delivery
Required skills
Team leadership, Customer relationship management, Incident prioritization, Metrics reporting, Cross-functional collaboration, SaaS knowledge
Preferred skills
Security platform expertise, Email protection knowledge, Cloud services knowledge
Responsibilities
Hire, onboard, coach, and develop product support engineers; Drive customer escalations to resolution; Manage case queue and phone coverage; Identify and manage support metrics and tracking tools; Work collaboratively with cross-functional teams to ensure exceptional customer experience
Seniority
Manager, hands-on leadership