Manager International Technical Support jobs at Armis in Israel, Tel Aviv-yafo

What you'll do

• Strategize, design, and bring to implementation the components that allow the creation of an enterprise ready collector product
• Understand customers’ unique needs, to enable Armis to deliver fast value for different deployment methods physical, virtual, and as applications
• Prioritize and define product backlog that reflects business goals
• Work closely with engineering teams to deliver features effectively and efficiently
• Proactively engage customers and relevant stakeholders to validate planned scope and definitions throughout the product life cycle
• Drive UX improvements by understanding use cases and customer requirements

• 4+ years of R&D experience or deep understanding of development processes - mandatory
• 4+ years experience with enterprise software organizations as a Product Manager - mandatory
• Experience and knowledge in the cyber security domain - mandatory
• Familiarity with IP Networks - a big advantage
• Experience with implementation mixed software and hardware projects - advantage
• Fluent English - excellent communication skills (written and verbal)

Leadership and Team Management:

• Lead and manage T1-T2 international technical support teams
• Recruit, train, mentor, and manage technical support engineers across international locations
• Define performance expectations and support team member development
• Manage headcount planning and resource allocation

Customer Experience Excellence:

• Ensure a customer-centric approach and exceptional service to international customers
• Monitor and improve customer satisfaction metrics
• Collaborate with other departments to address customer needs

Technical Mastery:

• Maintain a deep understanding of Armis products
• Ensure technical support teams are up-to-date on product upgrades

Data Excellence:

• Utilize data to monitor and analyze key support metrics for international teams
• Implement data-driven strategies to enhance technical support operations
• Provide product feedback based on data from international support interactions

Continuous Improvement:

• Drive continuous improvement initiatives to streamline workflows and enhance efficiency
• Stay up-to-date with industry trends and best practices

Stakeholder Engagement:

• Collaborate with the VP of Customer Support and Technical Support Managers
• Engage with key international clients to understand their needs

Qualifications:

• 6-8 years in technical customer support leadership, managing international teams
• Strong technical knowledge, preferably in cybersecurity
• Experience supporting cloud-based, on-prem, and appliance-based platforms
• Strong leadership and people management skills
• Understanding of customer support KPIs and best practices
• Excellent communication and problem-solving skills
• Data-driven mindset
• Experience managing geographically dispersed support teams
• Experience reporting to a remote manager - a plus
• Empathy for customers and a passion for exceptional customer experiences
• Relevant certifications (CCNP, CCIE, CISSP, CISA) are a plus

As a Technical Writer, you will play a crucial role in empowering our users and internal teams with the knowledge they need to succeed. Reporting to the Technical Writing Lead, you will be instrumental in documenting our innovative products, crafting intuitive microcopy, and building and maintaining a comprehensive knowledge base.

What you will do…

• Collaborative content creation: Partner with Product and R&D stakeholders to develop valuable and user-friendly conceptual documentation
• Become a product knowledge expert: Collaborate closely with Product Managers, Support Engineers, Customer Success Managers, and R&D teams to gain a deep understanding of product functionality and identify critical information needs for our end user
• Drive content excellence: Execute on a content strategy that fosters high engagement and ensures information is easily accessible across the organization
• Champion clarity and consistency: Serve as a key editor, ensuring all content adheres to the highest standards of clarity, quality, accuracy, and brand voice
• Content distribution management: Oversee the effective distribution of content across various channels, including our customer portal and internal knowledge platforms

What we expect…

• 3+ years of proven experience as a Technical Writer, with a strong portfolio demonstrating the creation and editing of software documentation, user manuals, and release notes.
• Native-level English proficiency with exceptional written and verbal communication skills, including impeccable grammar and style.
• Demonstrated ability to grasp complex technical concepts quickly and articulate them clearly and concisely for diverse audiences.
• Highly organized and adept at managing multiple tasks and prioritizing effectively in a fast-paced environment.

Advantages:

• Experience within the cybersecurity industry.
• Familiarity with documentation tools such as MadCap Flare and Salesforce Knowledge.
• Experience in UX writing principles and crafting user-centered microcopy.