Global Enterprise Support Manager

hace 1 semana


San José, San José, Costa Rica Sonicwall A tiempo completo
Job Summary

We are seeking an experienced Global Enterprise Support Manager to lead our team of Technical Support Engineers in delivering exceptional customer support and ensuring customer success with our award-winning network security products.

About the Role

This is a unique opportunity to make a significant impact on the front line of customer support, driving customer loyalty and repeat business through strategic leadership and technical expertise.

Key Responsibilities:
  • Lead daily operations of a team of Technical Support Engineers, aligning with organizational goals and objectives
  • Provide customer support as a strategic differentiator for SonicWall, helping drive customer loyalty and repeat business
  • Achieve customer satisfaction goals, which is the single most important measurement of the support organization
  • Ensure engineers have resources and processes necessary to ensure customer success
  • Mature and experienced guidance and direction to the team to deliver on goals and objectives and maximize engineer opportunity to exceed targets
  • Provide appropriate technical and soft skills training and mentoring
  • Propagate Goals & Objectives: Set team goals in-line with overall organizational goals. Set specific goals for direct reports
  • Perform annual reviews of all direct reports; set quarterly goals and provide regular feedback on performance with respect to agreed upon goals
  • Customer Escalation Management, triage, prioritize issues, negotiate customer priorities and manage expectations
  • Build strong relationships with sales, engineering, customers, and partners
About You

To be successful in this role, you will need:

  • BA/BS in computer science or equivalent (MBA a plus)
  • 5+ years of experience in enterprise support and service delivery preferred
  • Prior management experience
  • Technical experience in the Network Security Industry
  • Experience as a network administrator (or equivalent) in a Windows or Unix environment
  • Knowledge of Network Security (Routers, Switches, firewalls, VPN routers)
  • Knowledge of Cloud and Virtualization platforms
  • Background in internetworking, LAN, and WAN technologies
  • Background in debugging broad, complex, and unique enterprise environments with mixed media and protocols
What We Offer

SonicWall is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.

Salary

The estimated salary for this role is $120,000-$180,000 per year, depending on location and experience.



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