Being the cybersecurity partner of choice, protecting our digital way of life.
Your Impact
- Lead daily operations of a team of Senior Technical Support Engineers responsible for delivering the Focus Services portfolio in line with the company goals and objectives
- Ensure that your engineers have the resources and processes necessary for successful and sustained performance
- Work on long term strategic projects to optimize the support for our biggest customers, with big focus on proactive support
- Provide mentorship and direction to your team to deliver on company goals and objectives and improve opportunity, such as response time and resolve time objectives
- Directly provide and ensure appropriate technical and soft skills training and mentoring
- Set team goals in-line with overall company goals, while reflecting specific goals for direct reports that roll up into the larger organization objectives
- Perform annual reviews of all direct reports, providing guidance and continuous mentorship for reports to exceed expectations
- Assist your team in solving customer issues, prioritize issues, negotiate customer priorities, and set expectations
- Build positive relationships with sales, customers and partners
- Support the larger business objective and assist the sales teams in positioning value added support services which meet specific customer demands
- Share innovative ideas for expanding the support services portfolio and work with a global team to take them to market
Your Experience
- Minimum of 5 years experience in leading a Technical Support Engineers team, or similar
- Previous experience with Enterprise software and/or SaaS solutions support and service delivery is preferred
- Good understanding of the multi-departmental dynamics and cross functional collaboration to ensure great end-to-end customer experience
- Industry knowledge of Cloud Security products and market trends is a plus
- Technical experience in the Network Security Industry is a plus
- Demonstrate experience in growing and developing high performing teams
- Ability to work on own initiative and identify opportunities for continuous improvement and efficiency
- Ability to drive change initiatives
- Responsibility and accountability for managing escalations
- Clear and concise verbal and written communication skills
- Experience in communicating and engaging at various organizational and customer management and executive levels
- Goal oriented focus with the ability to prioritize multiple dynamic situations
- Customer centric attention and mindset
You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
All your information will be kept confidential according to EEO guidelines.
