As the Support Director, you will provide world-class, post-sales technical support by managing a shift of Level I to Level III support engineers, solution architects, and professional services. You will report directly to the VP R&D.

You will foster an environment that is focused on customer satisfaction, continuous improvement, and innovation in the transformation of highly complex customer networks.

The Customer Care department is responsible for providing troubleshooting and advanced technical support services to a wide range of Cynet customers. We are responsible for keeping our customers’ networks protected and ensuring that their issues are fully managed from deployment to the addition of new licenses. Our main objective is to completely support our customers to maintain high retention and upsell on future opportunities with our clients.

What will you do:

Managing the Cynet Technical Team, including 1-on-1 meetings

Retaining top talent

Leading escalation calls with customers

Ensuring teams are trained on process and product.

Ensuring teams follow all processes and correct deficiencies.

Engaging with customers on escalated support issues or critical customer situations

Sending issues to the correct support level and deploy full team engagement.

Maintaining the Support Ticket database and logging issues and customer interactions

Ensuring the support process is closely followed, while working with the Technical Team on corrections

Ensuring SLA obligations are maintained.

Requirements:

5+ years of Support Manager experience

Willing to provide a “Hands-on” approach.

Proven escalation management experience

People Management Experience Including Strong Soft Skills.

Strong verbal and written English communication skills.

Bachelor of Science degree in computer science, engineering, or an equivalent advanced industry certification

Minimum of 3 years' experience working as a Senior Support Engineer or Support Engineer supporting networking or Web security products.

Working knowledge of networking, security products, and enterprise network infrastructure

Advanced knowledge and experience of:

Networking Experience—VPN technologies such as IPsec and VPN clients

Network Security (SSL/TLS, VPNs, Firewall, and IDS/IPS)

Authentication systems such as LDAP and MS AD

Protocols such as HTTP, SMTP, FTP, and DNS

Proven experience with databases including Oracle, My SQL, and Maria DB

Experience with operating systems including Linux, Unix, and Windows

Network troubleshooting experience including familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers Wireshark

Working knowledge of Apache and IIS Web Server administration

Scripting knowledge (SHELL, Python, Perl)—not required, a plus.