Manager, Technical Customer Support, Focused Services
About The Position
The Manager, Technical Customer Support, Focused Services leads, empowers, and builds trust within a technical support team of Designated Support Engineers who identify and resolve complex issues in established clients’ networks. The role combines technical aptitude with strategic leadership to manage critical situations with resilience and composure, oversee daily team operations, meet performance goals, and maintain a strong focus on quality, accuracy, and customer needs. The manager mentors engineers in technical and interpersonal skills, provides resources and streamlined processes, supports complex troubleshooting and incident management, and sets clear expectations with customers. The role also leads Post-Incident Reviews, participates in customer Quarterly Business Reviews, coordinates with Sales, Engineering, Product, leadership, and Business Operations, and oversees case trend analysis and long-term support improvements. It includes account-level escalation management using AI-driven insights, pre-sales and post-sales accountability for the team’s account portfolio, and operational coverage that includes mandatory weekend and holiday shifts and rotating on-call coverage.
Requirements
- BS/MS technical degree in Computer Science, Electrical Engineering, or a related field, or equivalent practical or military experience.
- At least 8 years of experience in technical support, including at least 2 years in a management or lead role within a high-touch or white-glove support environment.
- Demonstrated ability to plan strategically, empower others, coach engineers, and drive performance metrics.
- Strong problem-solving skills and crisis leadership, with resilience in critical customer situations and a focus on improving service resolution timelines.
- Deep technical expertise in troubleshooting and incident management in network security, cloud security, or enterprise IT environments.
- Experience working with Sales, Product, and Engineering teams to optimize support strategies and product supportability.
- Excellent communication and presentation skills, composure, and executive presence when engaging senior stakeholders, leading high-level customer interactions, Post-Incident Reviews, and Quarterly Business Reviews.
- Ability to work mandatory weekend and holiday shifts and participate in rotating on-call coverage.
Nice To Haves
- Industry experience in Network and Cloud Security.
- Technical familiarity with infrastructure components such as routers, switches, firewalls, and VPN solutions, including Checkpoint, Juniper/Netscreen, Fortinet, and Cisco.
- Proficiency with ITIL frameworks and AI-driven analytics.
- Experience with enterprise case management systems such as Salesforce, ServiceNow, or JIRA.
- Strong analytical skills for time management, attention to detail, trend analysis, and proactive customer support.
Responsibilities
- Guide the daily activities of the team and align work with organizational objectives.
- Provide resources, tools, and streamlined processes that support team autonomy and trust.
- Mentor engineers on technical aptitude and soft skills, and facilitate professional training opportunities.
- Conduct annual performance reviews to drive high performance under pressure.
- Support engineers in diagnosing and resolving complex issues, prioritizing work, and setting realistic expectations for outcomes.
- Lead Post-Incident Reviews to support continuous learning.
- Proactively engage in customer Quarterly Business Reviews, providing support best practices and creating lasting value.
- Build cooperative relationships across Sales, Engineering, Product, and leadership teams.
- Partner with the Business Operations Manager to support seamless service kick-offs.
- Oversee case trend analysis and focus on quality and accuracy.
- Collaborate across teams to implement long-term, innovative solutions.
- Take accountability for pre-sales and post-sales decisions within the team’s account portfolio.
- Spearhead change initiatives and communicate changes transparently.
- Anticipate and manage account-level escalations using AI-driven insights and prediction models.
- Maintain operational availability, including mandatory weekend and holiday shift work and rotating on-call coverage.
Benefits
- Compensation may include restricted stock units and a bonus.
- Employee benefits are referenced, but specific benefits are not listed in the posting.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
