Solutions Support Manager

Summary

Join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the Solutions Support Manager, you will be a part of a global team responsible for providing outstanding technical support experience.

Requirements

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications
• 5+ years of experience in managing support engineering teams in high-paced operations environment for a highly technical suite of products
• 7+ years of hands-on, technical experience in customer support, technical support, system administration, software development, devops, or site reliability
• A minimum of 3+ year experience with Cloud technologies (Azure, AWS, GCP)
• Experience in reading or debugging code in one language. Examples would include: Java, Python, Shell, JavaScript, Rust, Go
• Proficiency with command-line tools and Linux operating system environments
• Experience with Kubernetes, system virtualization, on-prem and/or hybrid cloud computing, cloud identity and security systems, cloud monitoring and logging, as well as local and cloud storage
• Familiar with security frameworks or tools
• Excellent organizational and project management skills
• Fast learner, natural curiosity, and love of technology

Responsibilities

• Manage, develop, coach and mentor a team of Solutions Support Engineers
• Act as the owner for your team’s accountability and performance - partnering closely with upper management to facilitate performance reviews, performance plans, and any employee relations issues for your direct reports
• Guide the team through technical training and additional learning and development needs. Ensure successful training and onboarding of new hires
• Drive projects or initiatives to improve team productivity, process or procedure
• Participate in incident and escalation retrospectives and reduce the number of escalations over time. Provide escalation insights, trends, drivers, and statistics to support leadership
• Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary
• Design and implement solutions that scale the support offering through automations
• Coordinate with Technical Account Managers to address any technical issues impacting a customer's success
• Achieve team goals for technical articles or knowledge base including both internal and customer-facing to ensure a better customer support experience