Manager, Technical Support

hace 13 horas

San José, San José, Costa Rica Armis A tiempo completo
Manager, Technical Support (Hybrid, San Jose, Costa Rica)

Application Deadline: 26 January 2026

Department: Customer Team

Employment Type: Full Time

Location: Costa Rica


Description TSM will lead/oversee a team of technical support engineers, responsible for resolving customer issues related to Armis products, such as Centrix, VIPR, and ATI Early Warning, ensuring timely troubleshooting and efficient problem resolution while maintaining high customer satisfaction levels by actively managing a team of support engineers, monitoring relevant metrics, and contributing to ongoing process and operations improvements.

What You'll Do:
  • Supervise and mentor technical support engineers, assigning tasks and ensuring efficient issue resolution. 
  • Responsible for supporting, coaching, developing, and supervising a team of technical support engineers.
  • Motivate the team members and address any issues which may arise as part of daily work life.
  • Identify areas for new training or skills development.
  • Communicate Organizational goals and business needs to help set the right expectation.
  • Monitor the daily activities of each team member including backlog management.
  • Be responsible for the Technical Support Team achieving high customer satisfaction and success measured through specific KPIs.
  • Maintain a high degree of knowledge about products and technical issues affecting those products.
  • Provide managerial oversight of and contribute to technical support for Armis's customers and serve as an escalation channel for internal and external customers.
  • Implement Knowledge-Centered support efforts ensuring key team learning is aggregated, communicated and integrated across the team to achieve greater results.
  • Work closely with other Customer Experience teams, Product Management, Program Management, Engineering, among others, representing the Support team to develop new procedures, products or improve existing support processes.
  • Develop and enforce  policies and procedures. 
  • Monitor case updates sent by team members and help them with any improvements if needed.
  • Reaching out to customers for any surveys where a follow-up is required.


What We Expect:
  • 10-15+ years of technical experience
  • 5+  years management experience
  • Strong understanding of network protocols (TCP/IP, routing, switching)
  • Expertise in network security technologies (firewalls, intrusion detection/prevention systems, VPNs)
  • Experience with security best practices, frameworks (such as NIST, CIS, etc), and compliance standards
  • Expertise in cloud technologies like AWS
  • Proven ability to troubleshoot complex network, systems, and security issues
  • Excellent communication and problem-solving skills
  • Leadership experience in managing technical teams
  • Relevant certifications like CCNP, CCIE, CISSP, CISA

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