Senior Manager of Technical Support - Remote

iboss; Idaho; Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player in cloud security is seeking a Senior Manager of Technical Support to lead a global team. This pivotal role focuses on building strong relationships, enhancing customer service, and developing technical strategies that drive business growth. The ideal candidate will possess extensive knowledge of enterprise networks and cybersecurity, along with a proven track record in mentoring technical support teams. Join this innovative firm to play a key role in transforming cybersecurity delivery and ensuring customer satisfaction in a rapidly evolving landscape.

Benefits

Health Insurance

Vision Insurance

Dental Insurance

Coverage for Domestic Partners

Qualifications

• 7+ years supporting multilayer IP networks and network security.
• Experience leading and developing technical support teams.

Responsibilities

• Build strong cross-departmental relationships and be a trusted adviser.
• Contribute to the Global support vision and collaborate on strategy.
• Create knowledgebase entries to enhance customer self-service.

Skills

Customer Service

Technical Support

Network Security

Routing

Firewalls

Intrusion Prevention

Risk Assessment

Pen Testing

Content Filtering

PKI

SSL/TLS

Education

Bachelor's degree in Engineering

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Job description

Company Overview: iboss is a cloud security company that enables the modern workforce to connect securely and directly to all applications from wherever they work. Built on a containerized cloud architecture, iboss delivers security capabilities such as SWG, malware defense, RBI, CASB, and data loss prevention to all connections via the cloud, instantaneously and at scale. This eliminates the need for traditional network security appliances, such as VPNs, firewalls, and web gateway proxies, which are ineffective in a cloud-first and mobile world. Leveraging a purpose-built cloud architecture backed by 230+ issued and pending patents and more than 100 points of presence globally, iboss processes over 150 billion transactions daily, blocking 4 billion threats per day. More than 4,000 global enterprises trust the iboss Cloud Platform to support their modern workforces, including many Fortune 50 companies. To learn more, visit [website]. At iboss, we believe that exceptional employees are key to our success. Our teams are hands-on, diverse, nimble, and highly empowered to drive excellence. Join us to transform cybersecurity delivery!

Job Description

The Senior Manager of Technical Support will lead and provide technical vision and strategy for Technical Support and Services. This role involves building supportive and reliable relationships across the organization, customers, and partners, identifying training needs for technical and soft skills, and monitoring metrics to ensure best-in-class service, directly contributing to business growth.

The Senior Manager will oversee a team of global Technical Support Engineers who interface directly with Enterprise (Commercial, Government, K12) customers via live chat, ticket system, and telephone to resolve technical support issues or inquiries. The ideal candidate will have extensive knowledge and experience with enterprise networks, systems, and cybersecurity, and understand the challenges faced by administrators in securing users and devices in today's borderless network landscape. Proven experience in solving these challenges and leading, mentoring, and training technical support teams is essential.

Responsibilities

• Build strong cross-departmental relationships and be a trusted adviser to global teams.
• Contribute to the Global support vision and collaborate on the long-term technical strategy for Global Customer Support and Services.
• Develop supportive relationships across the organization and work with team leads to address recurring issues and opportunities for improvement.
• Create and share knowledgebase entries to enhance customer self-service and internal team support.
• Stay updated on product changes, working with lab and test systems to quickly adapt to new features and capabilities.

Skills / Qualifications

• Dedicated to providing best-in-class customer service and training team members accordingly.
• Experience leading and developing technical support teams.
• Excellent verbal and written communication skills, with 7+ years supporting multilayer IP networks, routing, network security, firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS.
• Bachelor's degree in Engineering, preferably in Information Technology or Computer Science.
• Strong integrity and commitment to customer satisfaction and success.

Benefits

• Health, Vision, Dental insurance, including coverage for domestic partners.