Cognyte Global Support Team Leader 

Bulgaria, Sofia 

411994712

Today’s world is crime-riddled. Criminals are everywhere, invisible, virtual and sophisticated. Traditional ways to prevent and investigate crime and terror are no longer enough…

Technology is changing incredibly fast. The criminals know it, and they are taking advantage. We know it too.

In this role, you will oversee the troubleshooting and resolution of complex platform and system-wide issues. Additionally, you will provide continuous feedback to the R&D team to enhance system robustness and reliability, contributing valuable field experience to the next version of our product.

As a Cognyter you will:

• Lead a global technical expert team of multiple nationalities
• Orchestrate the cases analysis, restoration, and resolution on production systems across the globe, lead technical escalation of strategic customers issues
• Set and maintain support KPIs
• Guide, approve and deliver R&D fixes/Service Packs
• Collaborate with Engineering, Development and Quality groups to enhance support tools and processes
• Work alongside the Learning and Regional support teams to improve the knowledge and skills of the technical team on-site.
• Create and manage learning paths for Tier 3 engineers assuring technical excellence, manage support knowledge collaboration channels and portal

For that mission you’ll need:

• Bachelor of Science Degree in Engineering or Technology
• 5+ years’ technical support management experience
• Cross-system analytic skills, ability to function as technical lead
• Availability to provide support off business hours
• Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions
• Team player with excellent presentation and communication skills
• On prem systems support operation experience – Advantage

Strong analytical and troubleshooting skills, including hands-on experience in following areas:

• Operating Systems (Windows, Linux) administration– Mandatory
• Databases and Big Data solutions – Mandatory
• Virtualization and containers orchestration – Mandatory
• Central Storage – Advantage
• Communication and Security – Advantage
• Scripting and Automation – Advantage

Apply now.