Network Security Technical Lead
hace 3 días
About SonicWall
We are a global leader in network security solutions, offering innovative products and services that protect our customers' networks and data.
In this role as Technical Support Manager, you will lead a team of engineers supporting products with advanced Network Security technologies.
The primary responsibility will be to manage the support team, ensuring customer cases are resolved efficiently and effectively, meeting Service Level Agreements (SLAs).
Key Responsibilities
- Manage the support team, overseeing day-to-day operations, including shift management, staffing, training, and ensuring 24/7 coverage.
- Oversee all aspects of support operations management, including hiring, training, and professional development of support engineers.
- Develop and implement KPIs, SLAs, and operational metrics for the team, measuring their effectiveness and achieving higher customer satisfaction.
- Liaise with internal cross-functional teams, including Sales, Escalations, R&D, Product Management, and Network Operations, to resolve customer issues.
- Cascade business objectives and targets to the team members, ensuring alignment with company goals.
Requirements
- 10+ years of experience in Technical Support/Customer Escalations in computer networks/security/IT, with 5+ years in Technical Support Management/Lead roles.
- Expertise in developing/support metrics to measure team effectiveness and achieve higher employee satisfaction and customer CSAT/NPS scores.
- Progressive experience in managing 24/7 support operations, working with cross-functional teams, and creating/leading programs for greater operational efficiency.
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