What Youll Do:
Lead and mentor technical support engineers, assigning tasks and ensuring efficient issue resolution.
Support, coach, develop and lead a team of technical support engineers to deliver world-class service.
Motivate team members and address challenges that may arise in daily operations.
Identify areas for training and skills development to continuously improve team capability.
Communicate organizational goals, priorities, and business needs to ensure clear expectations across the team.
Monitor daily activities, including backlog management and workload distribution, ensuring SLA adherence and operational efficiency.
Drive the Technical Support team to achieve high customer satisfaction and success, measured through defined KPIs and performance goals.
Maintain a deep understanding of us from Service now products, solutions, and technical environments to provide guidance and subject-matter expertise.
Provide managerial oversight and serve as an escalation channel for internal and external customers.
Implement Knowledge-Centered Support practices to capture, share, and leverage knowledge for faster, higher-quality resolutions.
Partner closely with Customer Success, Product Management, Program Management, and Engineering to develop and refine support processes and influence product quality.
Develop, communicate, and enforce team policies, procedures, and operational standards.
Review case updates from team members, providing coaching and feedback to improve communication and case handling.
Conduct customer follow-ups and survey reviews to ensure feedback is addressed and service excellence is maintained.
10-15 years of technical experience in IT, networking, or cybersecurity environments.
5+ years of proven management experience leading technical or customer support teams.
Strong understanding of network protocols (TCP/IP, routing, switching).
Expertise in network security technologies, including firewalls, IDS/IPS, and VPNs.
Experience with security best practices, frameworks (such as NIST, CIS, etc), and compliance standards
Experience with cloud platforms (AWS, Azure, or GCP).
Working with Docker/Kubernetes-based environments
Technical experience supporting Linux-based products
Proven ability to troubleshoot complex network, system, and security issues in enterprise environments.
Excellent communication, collaboration, and problem-solving skills, with a focus on customer empathy and results.
Demonstrated leadership experience, fostering team growth and accountability in high-performance environments.
Relevant technical certifications such as CCNP, CCIE, CISSP, or CISA are highly desirable.
