Lead daily operations of a team of Technical Support Engineers in line with the company goals and objectives
Ensure that your engineers have the resources and processes necessary for successful and sustained performance
Provide mentorship and direction to your team to deliver on company goals and objectives and improve opportunity, such as response time and resolve time objectives
Directly provide and ensure appropriate technical and soft skills training and mentoring
Set team goals in-line with overall company goals, while reflecting specific goals for direct reports that roll up into the larger organization objectives
Perform annual reviews of all direct reports, providing guidance and continuous mentorship for reports to exceed expectations
Assist your team in solving customer issues, prioritize issues, negotiate customer priorities, and set expectations
Build positive relationships with sales, customers and partners
Qualifications
Experience in leading a Technical Support Engineers team, or similar
People management experience
Superior project management skills
Demonstrated ability to effectively manage escalations of complex problems, prioritize a demanding workload, delegate appropriately, and deliver results under pressure
Validated leadership skills including effective oral and written communication, performance management, issue/conflict resolution, negotiation, motivating others, forecasting, and planning
Technical experience in the Network Security and Cloud Security Industry is desirable
Knowledge of Network Security (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco) is desirable
Enterprise support and service delivery experience preferred
