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Technical Support Manager
hace 2 semanas
About Netskope
Netskope is a cloud-based security company that protects data wherever it goes. As a leading provider of cloud security, we help organizations redefine their network and data security.
Job Overview
We are seeking an experienced technical leader to join our team as a Technical Support Manager. In this role, you will be responsible for promoting a customer-centric support culture and ensuring every support interaction is best-in-class.
Key Responsibilities
- Scale down and work in the field solving customer issues while working with colleagues.
- Create and drive tools and processes with the Support team to ensure deep engagement and lifetime value of customers.
- Recruit, develop, and lead Cloud Security Engineers across North America.
- Partner with Escalation Managers for customer issues to ensure they are resolved quickly.
- Evaluate customer feedback and communicate internally to enable ongoing improvement of Netskope products and services.
- Utilize data-driven decisions to improve operational performance such as SLA, TTR, CSAT, etc.
Requirements and Qualifications
- 3 years of leadership experience leading teams to support large enterprise customers.
- TCP/IP knowledge.
- Knowledge and prior experience supporting network security technologies such as Proxies, NG Firewalls, SSL/IPSec, VPNs, SSO.
- Expert with DLP and Encryption gateways.
- Demonstrable experience with systems installation, configuration, and administration of UNIX/Linux and Windows based systems.
- Experience troubleshooting various scenarios and systems using knowledge of common tools and protocols.
- Strong empathy for customers and passion for driving revenue and high-growth.
- Strong problem-solving and analytical skills.
- Prior experience working with Zendesk, Salesforce, or other support portal tools.
