Overview In this role, you lead a technical support team dedicated to maintaining the security and trust of our clients' environments, ensuring repeat business and endorsements. You combine deep network security expertise with strategic leadership to resolve complex incidents and drive service quality. You'll coordinate across Sales, Engineering, and Product to deliver lasting value and scalable support solutions. The position centers on resilience under pressure, proactive customer engagement, and continuous improvement in a fast-paced security-focused client environment. You'll shape how our team delivers secure, reliable customer outcomes at scale.
Responsibilities- Lead daily team activities and align with organizational goals; empower the team with resources and streamlined processes
- Mentor engineers in technical and soft skills; drive performance through annual reviews
- Support engineers in diagnosing complex issues; set realistic customer expectations
- Lead Post-Incident Reviews (PIRs) and participate in Quarterly Business Reviews (QBRs) with customers
- Foster cross-functional collaboration with Sales, Engineering, Product, and leadership; oversee case trend analysis
- Own pre-sales and post-sales decisions within the team's account portfolio
- Manage change initiatives and escalations using AI-driven insights; ensure availability during weekend/holiday/on-call rotations
Key requirements- 8+ years in technical support; minimum 3 years in a management/lead role in high-touch environments
- Strategic planning, empowerment, coaching, and strong performance metrics
- Excellent problem-solving and crisis leadership; capable of managing critical customer situations
- Deep technical domain expertise in troubleshooting and incident management in network security, cloud security, or enterprise IT
- Experience collaborating with Sales, Product, and Engineering to optimize support strategies; strong executive presence with senior stakeholders
- strong communications and presentation skills
- crisis leadership
- executive presence
- cross-functional collaboration
- network security
- cloud security
- incident management
