Manager- Technical Support

Francisco Partners; Helsinki; On-site; EUR 100,000 - 150,000; Full time

Job summary

Forcepoint is seeking a Technical Support Manager to lead a regional team of Technical Support Engineers, guiding day-to-day operations and fostering a culture of excellence. You will drive performance through data-informed coaching, leverage Salesforce analytics and KPI insights, and collaborate with Sales, Engineering, and Customer Success to maximize customer value.

The role emphasizes AI-enabled workflows, proactive escalation management, and a focus on retention and high-value engagements

Qualifications

• Experience leading a technical support team.
• Ability to translate metrics into coaching and process improvements.
• Strong collaboration with Sales and Engineering.

Responsibilities

• Provide strategic day-to-day management and mentorship to a team of Technical Support Engineers.
• Drive team performance using data-informed insights from Salesforce case analytics, JIRA tracking, and KPI monitoring.
• Partner with Sales to manage high-value customer engagements and proactively escalate issues.

Skills

Leadership

Data analysis

Customer relationship

Cross-functional collaboration

Tools

Salesforce

JIRA

Job description

Who is Forcepoint?

Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!

Living our team values of Trust, Teamwork, Accountability, and Winning Mindset, the Technical Support Manager provides strategic leadership to a team of Technical Support Engineers and escalation management across Forcepoint's Technical Support organization. You will lead a region-focused team responsible for anticipating, identifying, and resolving the technical support needs of our customers across our full product portfolio.

In this role, you will drive operational excellence through data-informed decision-making, deep product knowledge, and collaborative partnerships with Sales, Engineering, and Customer Success. You will set the bar for technical depth, customer advocacy, and team performance—ensuring customers achieve maximum value from Forcepoint solutions while building a high-performing, retention-focused team.

AI at Forcepoint

At Forcepoint, we believe AI is a force multiplier—not a replacement for human ingenuity. We actively encourage every team member to embrace AI tools as part of their daily workflow: to accelerate analysis, automate repetitive tasks, surface insights faster, and free up cognitive bandwidth for work that requires distinctly human judgment, creativity, and collaboration.

We are building a workforce fluent in AI—one that continuously experiments, learns, and applies emerging tools to deliver greater impact for our customers and mission. People who bring curiosity, adaptability, and a proactive approach to AI-augmented work will thrive here.

Key Responsibilities

• Provide strategic day-to-day management and mentorship to a team of Technical Support Engineers, fostering a culture of excellence, accountability, and continuous learning.
• Drive team performance using data-informed insights from Salesforce case analytics, JIRA tracking, and KPI monitoring—translating operational metrics into actionable coaching and process improvements.
• Partner with Sales and Sales Engineering to strategically manage high-value customer engagements, identify account health risks, and proactively escal