Enterprise Tech Support Lead

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.