Technical Support Manager: Data-Driven Team Leader

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

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