Description
iboss is a cloud security company that provides organizations and their employees secure access to the Internet on any device, from any location, in the cloud. This eliminates the need for traditional security appliances, which are ineffective at protecting a cloud-first and mobile world. Leveraging a purpose-built cloud architecture backed by over 190 issued and pending patents and more than 100 points of presence globally, iboss protects more than 4,000 organizations worldwide. The Company is headquartered in Boston, MA, and has operations in Orlando, San Diego, London, and the Philippines.
At iboss, we believe that exceptional employees are the key to our success. Our teams are hands on, diverse, nimble, and highly empowered to drive excellence. Be a part of the team that will transform the way cybersecurity is delivered!
Job Description
The Senior Manager of Technical Support will lead and provide technical vision and strategy for Global Technical Support and Services. Build supportive and reliable relationships across the organization, customers, and partners. Identify training needs for technical, soft skills and service excellence. Meticulously monitor the metrics and take action to drive best in class service to our customers and directly contribute to business growth.
The Senior Manager will oversee a team of global technical Support Engineers who interface directly with our Enterprise (Commercial, Government, K12) customers via live chat, ticket system, and telephone to assist them with technical support issues or inquiries. An ideal candidate for this role will have a wide breadth of knowledge and experience with enterprise networks, systems, and cybersecurity. The outstanding candidate will also understand the challenges that administrators face when trying to secure their users and devices in today’s borderless network landscape and have a track record of solving them and training, mentoring, and leading technical support teams.
Responsibilities
- The main objective is to bring your experience into the global technical support team and be part of creating the strategic direction of iboss Global Technical Support and translate the strategic direction into tactical and operational execution
- Building strong cross departmental relations and being the trusted adviser and partner to the global teams is a key objective
- As an active member of the Global Customer Support organization, we expect you to contribute to the Global support vision, bring initiatives to the table and collaborate to the long term technical vision and strategy for Global Customer Support and Services, to support the company mission and vision
- Build supportive and reliable relationships across the organization and work with team leads and management to bubble up recurring issues or opportunities for product or process improvements
- Create and submit knowledgebase entries to help improve customer self-service capabilities and share this internal knowledge to assist other internal team members
- Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features
Skills/Qualifications
- Dedicated focus to provide every customer with a best-in-class service and share and train every team member to share in this philosophy
- Previous experience leading and developing technical support teams
- Excellent communication skills both verbal and written and 5+ years of experience designing and supporting multilayer IP networks; routing and understanding network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
- Undergraduate degree in Engineering, preferred in Information Technology or Computer Science
- Highly developed sense of integrity and commitment to customer satisfaction and success
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.
*This position is not eligible for sponsorship of work visas
