Overview
We are currently seeking an Enterprise Technical Support Team Lead to join our Technical Support Team.
This is a leadership role within a global, rapidly evolving Technical Support organization.
You will lead a team of technical professionals who deliver high-quality enterprise support, working closely with senior Support leadership and cross-functional stakeholders to ensure outstanding customer experience.
Reporting to Support Leadership, you will assist with planning, organizing, and leading a team responsible for providing reliable, responsive, and high-quality technical support.
You will ensure contractual response commitments are met while fostering a culture of accountability, technical excellence, and customer focus.
Responsibilities
Assist to develop and retain a motivated, high-performing technical support team
Support a collaborative, inclusive team culture
Service Delivery & Operations
Ensure consistent delivery of high-quality support services
Lead and participate in customer case escalations
Identify and resolve service quality or efficiency issues
Provide backup on-call monitoring coverage during weekends and holidays
Cross-Functional Collaboration
Partner with Engineering, Product Management, Sales, and other teams to resolve critical customer issues
Contribute to proactive support initiatives
Participate in Technical Support leadership initiatives
Support global operating goals
Develop effective systems, policies, and procedures
Qualifications
Experience equivalent to a 4-year university education with an emphasis in Information Technology and Security, Computer Science, or Business Administration.
Requires an additional 4-5 years of experience working in Project Management, Escalation Management role, or extensive support experience in a medium-to-large software company.
Technical Knowledge:
Ability to obtain a strong understanding of the product or solutions' value to the customers' business.
Maintain a high-level understanding of the product/solutions architecture, components, and configuration.
Strong analytical skills to evaluate and interpret complex situations using multiple sources of information.
Communication/Interpersonal Skills:
Customer advocacy and stakeholder management in escalated situations internal and external stakeholders toward successful outcomes.
Clear, executive-level communication and facilitation
Cross-functional coordination and action-plan execution
Sound judgment and composure under pressure
Preferred / Desirable Skills:
Experience with: Salesforce CRM, Business Intelligence Reporting, Data Analysis, Webex Meeting, Microsoft Power Automate, SharePoint, Azure DevOps, Office 365 Suite.
Knowledge of security software concepts, including identity and access management (IAM), privileged access management (PAM), and audit and security monitoring solutions.
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