Responsable équipe support technique - Cybersécurité

Hornetsecurity; Montreal; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading cybersecurity company in Montréal is seeking a Technical Support Team Lead to oversee a skilled team in a dynamic 24/7 environment. The ideal candidate will have a technical degree and substantial experience in team leadership. Responsibilities include managing team performance, customer service, and liaising with other departments. This full-time role comes with personal development opportunities and flexible working hours.

Benefits

Home-Office Option

Personal and professional development opportunities

Collective Insurance Plan

Be-Active Bonus

Qualifications

• More than 2 years of experience leading a support team in a multi-site organization.
• Fluency in French and English, both written and verbal.
• Ability to manage team workloads based on priority.

Responsibilities

• Manage the Technical Support team in a global 24/7 operation.
• Ensure excellent levels of customer service throughout the team.
• Supervise day-to-day operations and monitor team KPIs.

Skills

Leadership

Technical troubleshooting

Customer service

Communication skills

Team management

Education

Technical Degree (BAC / DEC)

Tools

Linux/Unix

SMTP

Scripting (e.g. Bash, Python)

Job description

Direct message the job poster from Hornetsecurity

Join us in Montréal as a Technical Support Team Lead (m / f / d) and take charge of a skilled team within a fast-paced global 24 / 7 operation. If you’re passionate about delivering top-notch customer service, driving team success, and solving technical challenges, this full-time role is made for you. Step up, lead with impact, and grow your career with us!

Your Job

• You manage the Technical Support team in Canada, forming part of a global 24 / 7 operation.
• You ensure availability and excellent levels of customer service throughout the team.
• You supervise the day-to-day operations and keep a close look at team KPIs.
• You invest into the individual development of the Technical Support team members, identifying career paths for key players and the need for further training where necessary.
• You oversee high temperature tickets and incidents and pro-actively step in when necessary, involving the right audience while maintaining close contact with high level partners.
• You are in regular liaison with other areas of the business (Software Development, Account Management, Pre-sales and R&D) to ensure that issues are dealt with in a timely fashion.

Your Profile

You have a technical Degree (BAC / DEC) in a technology discipline and / or an equivalent combination of education and more than 2 years of experience in leading a support team in a multi-site organization.

You are familiar with SMTP, email systems (e.g. Exchange, Exim, Postfix), Linux / Unix and Scripting (e.g. Bash, Python).

You have a general understanding of the TCP / IP stack.

You can manage the workload of a team based on priority.

You have solid trouble shooting skills and a rational approach to problem solving, especially in unknown situations.

You have the ability to work under pressure and you are committed to delivering results that will benefit customer support recognition.

You are able to take initiative while also being an excellent team player.

As the ideal candidate you will gain strong leadership in the department by adding a positive attitude and creating a motivated atmosphere.

You have excellent communication skills.

You are fluent in French and English, both written and verbal. Any other language is a plus.

You are highly motivated, customer oriented and an organized people manager.

Free space for innovation and independent action in a fast-growing international company.

Personal and professional development opportunities.

Short decision paths and flat hierarchies in an open work atmosphere.

Home-Office Option and flexible working hours.

Additional Sick Leave & Public Holidays.

Collective Insurance Plan.

Way to Work Goodie.

Be-Active Bonus – we’ll keep you healthy with an allowance to your membership in fitness and sports clubs.

Temporary Employee Exchange Program – we provide the ability for you to work at our global office locations and explore the world (e.g. Malta, Madrid, Berlin, Washington D.C.).

Team events and regular global update meetings.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Customer Service and Management

Industries

Software Development and Computer and Network Security

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