Global Support Team Leader

Today’s world is crime-riddled. Criminals are everywhere, invisible, virtual and sophisticated. Traditional ways to prevent and investigate crime and terror are no longer enough…

Technology is changing incredibly fast. The criminals know it, and they are taking advantage. We know it too.

For nearly 30 years, the incredible minds at Cognyte around the world have worked closely together and put their expertise to work, to keep up with constantly evolving technological and criminal trends, and help make the world a safer place with leading investigative analytics software solutions.

We are defined by our dedication to doing good and this translates to business success, meaningful work friendships, a can-do attitude, and deep curiosity.

We are looking a Global Tier 3 Team Leader to join our GCO - Technical Services group. As a Tier 3 Team Leader, you will lead a global team responsible for handling the final escalation point within the service organization and serve as the vital link to our R&D, engineering, and quality departments.

In this role, you will oversee the troubleshooting and resolution of complex platform and system-wide issues. Additionally, you will provide continuous feedback to the R&D team to enhance system robustness and reliability, contributing valuable field experience to the next version of our product.

Requirements:

As a Cognyter you will:

• Lead a global technical expert team of multiple nationalities
• Orchestrate the cases analysis, restoration, and resolution on production systems across the globe, lead technical escalation of strategic customers issues
• Set and maintain support KPIs
• Guide, approve and deliver R&D fixes/Service Packs
• Collaborate with Engineering, Development and Quality groups to enhance support tools and processes
• Work alongside the Learning and Regional support teams to improve the knowledge and skills of the technical team on-site.
• Create and manage learning paths for Tier 3 engineers assuring technical excellence, manage support knowledge collaboration channels and portal
  
  

• Bachelor of Science Degree in Engineering or Technology
• 5+ years’ technical support management experience
• Cross-system analytic skills, ability to function as technical lead
• Availability to provide support off business hours
• Strong analytical and troubleshooting skills, including hands-on experience in following areas:
• Operating Systems (Windows, Linux) administration– Mandatory
• Databases and Big Data solutions – Mandatory
• Virtualization and containers orchestration – Mandatory
• Central Storage – Advantage
• Communication and Security – Advantage
• Scripting and Automation – Advantage
• Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions
• Team player with excellent presentation and communication skills
• On prem systems support operation experience – Advantage