Cloud Service Center Team Lead

Radware • Mahwah, NJ

395d

About The Position

The Cloud Service Center Team Lead at Radware is responsible for leading a team of technical support engineers in providing exceptional service for Radware's cloud-based cybersecurity solutions. This role involves managing, mentoring, and coaching the team while serving as a technical focal point and coordinating with various departments to resolve production issues. The position aims to enhance service quality and operational efficiency in a fast-paced environment.

Requirements

• 2+ years of experience leading a SOC, NOC, or Technical Support team in a cybersecurity SaaS organization.
• 1+ years of people management experience.
• Strong global leadership skills and experience.
• Excellent understanding of network design and protocols (e.g., LAN/WAN, BGP, OSPF, IPv4, TCP/IP, VPN, IPSec).
• Data networking experience with routers, switches, and load balancers.
• Experience in network and/or application security focusing on IPS/IDS, WAF, firewalls.
• Excellent communication and presentation skills in English.

Nice To Haves

• Experience with scripting languages such as Python, Angular, JS, JSON.
• Multi-language verbal skills in addition to English.
• Familiarity with Radware services and products.

Responsibilities

• Lead a team of technical support engineers in Radware's Global Service Center.
• Manage recruitment, onboarding, and training of new team members.
• Serve as the first technical management point of contact for customer escalations.
• Prioritize and identify root causes of production issues, coordinating with operations and engineering teams.
• Improve monitoring and alerting service quality by evaluating and redesigning processes.
• Measure, track, and report on KPIs and operational metrics as defined by leadership.
• Develop and maintain close relationships with peer managers and customer success teams.
• Deliver official security and network-related reports to customers and internal leadership.

Benefits

• Full-time position with competitive salary.
• Opportunity for professional development and growth within the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree