Armis Technical Support Manager Based San Jose Costa Rica 

Costa Rica, San José 

221132869

What You'll Do

• Supervise and mentor technical support engineers, assigning tasks and ensuring efficient issue resolution.
• Responsible for supporting, coaching, developing, and supervising a team of technical support engineers.
• Motivate the team members and address any issues which may arise as part of daily work life.
• Identify areas for new training or skills development.
• Communicate Organizational goals and business needs to help set the right expectation.
• Monitor the daily activities of each team member including backlog management.
• Be responsible for the Technical Support Team achieving high customer satisfaction and success measured through specific KPIs.
• Maintain a high degree of knowledge about products and technical issues affecting those products.
• Provide managerial oversight of and contribute to technical support for Armis’s customers and serve as an escalation channel for internal and external customers.
• Implement Knowledge-Centered support efforts ensuring key team learning is aggregated, communicated and integrated across the team to achieve greater results.
• Work closely with other Customer Experience teams, Product Management, Program Management, Engineering, among others, representing the Support team to develop new procedures, products or improve existing support processes.
• Develop and enforce policies and procedures.
• Monitor case updates sent by team members and help them with any improvements if needed.
• Reaching out to customers for any surveys where a follow-up is required.

What We Expect

• 10-15+ years of technical experience
• 5+ years management experience
• Strong understanding of network protocols (TCP/IP, routing, switching)
• Expertise in network security technologies (firewalls, intrusion detection/prevention systems, VPNs)
• Experience with security best practices, frameworks (such as NIST, CIS, etc), and compliance standards
• Expertise in cloud technologies like AWS
• Proven ability to troubleshoot complex network, systems, and security issues
• Excellent communication and problem-solving skills
• Leadership experience in managing technical teams
• Relevant certifications like CCNP, CCIE, CISSP, CISA