Technical Support Manager, Global Cloud Security

Forcepoint; Helsinki; On-site; EUR 90,000 - 120,000; Full time

Job summary

Forcepoint in Helsinki is seeking a Technical Support Manager to lead a regional team of Technical Support Engineers, driving excellence and accountability through mentorship and clear goals.

You will translate metrics from Salesforce and KPI dashboards into coaching, partner with Sales and Engineering to resolve high-value issues, and guide 24x7 support initiatives while expanding product knowledge across the portfolio.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.
• 7+ years in technical support with at least 3 years leading teams of 8+ engineers.
• Strong data literacy with dashboards and KPIs; ability to translate metrics into action.
• Experience with Salesforce case analytics and cross-functional collaboration with Engineering.
• Proven hiring, coaching, and talent retention skills.

Responsibilities

• Provide strategic day-to-day management and mentorship to a team of Technical Support Engineers.
• Drive performance with data-informed insights from Salesforce, Jira, and KPI monitoring.
• Partner with Sales and Engineering to manage high-value customer engagements.
• Lead incident response and post-incident reviews for critical issues.
• Own hiring standards and build a bench of high-performing engineers.

Skills

Technical leadership

Data-driven decision making

Salesforce analytics

Mentorship & coaching

Interviewing/hiring

Cross-functional collaboration

Education

Bachelor's degree in Computer Science, Information Technology, or equivalent

Tools

Salesforce

Jira

Job description

Forcepoint in Helsinki is seeking a Technical Support Manager to lead a regional team of Technical Support Engineers, driving excellence and accountability through mentorship and clear goals.

You will translate metrics from Salesforce and KPI dashboards into coaching, partner with Sales and Engineering to resolve high-value issues, and guide 24x7 support initiatives while expanding product knowledge across the portfolio.