Senior Manager of Technical Support - Remote

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

Job summary

An innovative cloud security company is seeking a Senior Manager of Technical Support to lead a dynamic team. This role is pivotal in shaping the technical vision and strategy, ensuring exceptional service to enterprise customers. With a strong focus on building relationships and addressing recurring issues, you will play a key role in enhancing customer satisfaction and driving business growth. If you are passionate about cybersecurity and have a proven track record in technical support leadership, this is an exciting opportunity to make a significant impact in a rapidly evolving field.

Benefits

Health Insurance

Vision Insurance

Dental Insurance

Coverage for Domestic Partners

Qualifications

• 7+ years supporting multilayer IP networks and network security.
• Proven track record of leading technical support teams.

Responsibilities

• Build strong relationships across departments and serve as a trusted adviser.
• Create knowledge base entries to enhance customer self-service.

Skills

Customer Service

Technical Support Leadership

IP Networks

Routing

Network Security

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 the key to our success. Our teams are hands-on, diverse, nimble, and highly empowered to drive excellence. Join us to transform the way cybersecurity is delivered!

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, and meticulously monitoring metrics to ensure best-in-class service and business growth.

The Senior Manager will oversee a team of global Technical Support Engineers who interface directly with our Enterprise (Commercial, Government, K12) customers via live chat, ticket system, and telephone to assist them with technical issues or inquiries. The ideal candidate will have broad knowledge of enterprise networks, systems, and cybersecurity, understand the challenges faced by administrators in today’s borderless network landscape, and have a proven track record of solving problems, training, mentoring, and leading technical support teams.

Responsibilities

1. Build strong cross-departmental relationships and serve as a trusted adviser to global teams.
2. Contribute to the global support vision, initiatives, and collaborate on long-term technical strategy.
3. Develop supportive relationships across the organization and work with team leads to address recurring issues or opportunities for improvement.
4. Create and share knowledge base entries to enhance customer self-service capabilities and internal team knowledge.
5. Stay updated on product changes, working with lab and test systems to quickly learn new capabilities, devices, and features.

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.