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Technical Lead for Network Security Solutions
hace 2 meses
SonicWall is seeking a seasoned Technical Support Manager to lead our team of engineers in providing exceptional customer service and support for our cutting-edge network security solutions.
This is a remote position based in Costa Rica, and the successful candidate will be responsible for managing a team of support engineers, ensuring timely resolution of customer cases, and driving customer satisfaction. The ideal candidate will have a strong background in technical support, customer escalations, and team management, with experience in managing 24x7x365 support operations.
The Technical Support Manager will be responsible for:
- Managing the support team and driving day-to-day support operations, including shift operations, scheduling, and training.
- Developing and implementing key support metrics to measure team performance and customer satisfaction.
- Collaborating with cross-functional teams, including sales, escalations, R&D, and product management, to resolve customer issues and improve product usability.
- Ensuring that the support team meets or exceeds key performance indicators (KPIs) and service level agreements (SLAs).
The successful candidate will have a strong technical background, excellent communication and leadership skills, and the ability to work effectively in a dynamic and fast-paced environment. A bachelor's degree in computer science, electronics, or electrical engineering is required, and a master's degree in engineering or management is preferred.
SonicWall offers a fun and challenging work environment, with opportunities for professional growth and development. If you are a motivated and experienced technical leader looking for a new challenge, please submit your application.
