R&D Cloud Customer Success Team Leader

Your Team

Harmony Connect family of products introduce state-of-the-art technologies in the SASE world.

SASE is the convergence of networking and security as cloud services. It is a scalable architecture that enables employees in the office or remote to connect to the applications they need to use in the data center or cloud.

Check Point Harmony Connect, redefines SASE by making it easy to access corporate applications, SaaS and the internet for any user or branch, from any device, without compromising on security.

The Technical Support Team Lead is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team.

As a team lead, this position will partner with R&D and Customer Success team to deliver exceptional support to customers.

This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training.

Your Impact & Responsibilities

• Team leadership in all aspects: Human, technical, operational and customer-facing
• Technical Support:Having the team to deliver technical support of the highest standard to our global customers base and strive for service excellence
• Customer Satisfaction:Ensuring that all customer satisfaction KPIs are met at all times through defined practices and policies
• Team’s objectives fulfillment:Leading the team members to meet their performance objectives through continual communication, audit and metric reviews
• Customer-facing:Periodical service audits, crisis management, conference calls, etc.
• Interfacing with different departments in our global organization:Sales, R&D, QA, Customers Success Management, etc.
• Team development:Addressing knowledge gaps, facilitating training routine, mentoring the team members and improving their weak points, career path planning for each employee, etc.
• Team operational routine: Smooth shifts management (calls, chats, support tickets), crisis management, employees time management, etc.
• Team spirit:Maintaining high team spirit and well-being of the team members at all times
• Team collaboration:Productive collaboration with peers to lead service improvements
• Customer’s advocate:Acting as the Voice of the Customer in order to drive product and service improvements

Your Knowledge & Skills

• Proven experience as a Team Leader
• Proven hands-on experience, and hands-on in nature
• At least 1 year of experience in Technical Support – Advantage
• Natural “Can Do” approach and high level of assertiveness
• Passion for a constant self-challenge, learning and development
• Proven ability to work in a very demanding and stressed work environment
• Ability to manage multiple tasks and priorities under high pressure
• Excellent customer and service orientation
• Strong verbal and written English and excellent interpersonal skills
• General knowledge and understanding of networking and security
• Knowledge of common operating systems
• Knowledge in Check Point products – A strong advantage
• Experience in cyber security – Advantage