Description :

We are looking for a dynamic, technically minded but personable leader, motivated and experienced in customer support, to join and lead our customer support group. As a Senior Technical Support Manager, you will be responsible for delivering fantastic customer support for our highly technical SOAR product to a diverse set of worldwide clients. The ideal candidate will have proven experience working in a customer support leadership position, demonstrate excellent leadership and interpersonal skills, possess strong communication skills, and serve as a role model and mentor to staff.

Responsibilities :

- Managing the team's day-to-day functions.

- Responding to escalated customer support issues.

- Implementing and improving customer support processes to enhance customer satisfaction and excitement.

- Formulating and revising customer support policies and promoting their implementation.

- Informing the team of new information related to products, procedures, and trends.

- Assessing support statistics and preparing detailed reports on the findings.

- Interviewing and hiring new employees.

- Overseeing and evaluating the team's ongoing training efforts.

- Delivering performance evaluations and growing your team and its members.

Requirements :

- College diploma or equivalent.

- Prior experience in a managerial or supervisory role will be advantageous.

- Well-developed arbitration skills with the ability to remain impartial.

- Capacity to accept and utilise constructive criticism.

- Alignment with our company's values.

- Affinity for multitasking with precision.

- Top-notch oral, written, and interpersonal abilities.

- Thorough knowledge of legislation pertaining to consumer protection.

- Proven experience as a customer support leader, preferably within a similar.

Preferred Skills (nice to have) :

- Basic familiarity with Docker and Kubernetes (K8S).

- Basic familiarity with MongoDB, Shell Scripting.

- Experience with enterprise cybersecurity tools (SIEM, EDR, Threat Intel, Proxy, etc. )