Cybersecurity Operations Leader

hace 1 semana


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

SonicWall is a leading provider of network security solutions, and we're seeking a highly skilled Technical Support Manager to join our team. This role will be based in Costa Rica, where you'll oversee a team of engineers supporting cutting-edge network security technologies.

As a Technical Support Manager, your primary responsibility will be to manage the support team, ensuring customer cases are resolved within Service Level Agreements (SLAs) while delighting customers with higher Customer Satisfaction (CSAT)/Net Promoter Score (NPS) ratings.

You'll work closely with cross-functional teams, including Sales, Escalations, R&D, and Product Management, to provide feedback that improves product usability and overall customer experience.

We're looking for a seasoned professional with 10+ years of technical support and customer escalations experience in the computer networks/security/IT industry. Your expertise should include staffing, shift operations, products, technology, and developing/enhancing key support metrics.

The ideal candidate will have proven experience managing support operations, driving day-to-day support activities, and fostering a high-performance culture. You'll set clear objectives, evaluate progress, and ensure the support team meets/exceeds Key Performance Indicators (KPIs) and SLAs.

We offer a competitive salary, estimated at $120,000 - $150,000 per year, depending on experience. Our comprehensive benefits package includes health insurance, retirement plans, and paid time off.



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