Director of Support

One of our clients, a rapidly growing technology company with a strong international presence, is looking to hire an experienced and enthusiastic Support Director to join and lead their amazing team in Israel and India towards continuous improvement and enhanced customer satisfaction. This company specializes in advanced solutions in the Networking, Storage, and Security sectors, and prides itself on fostering innovation and excellence. In July 2024, the company successfully raised $80 million in funding to support its continued growth and innovation.

Job Requirements:

• At least 5 years of experience managing global technical support teams (10 members)
• Extensive hands-on experience and deep technical understanding in Networking/Storage/Security areas
• Technical BA/BSc degree or an equivalent combination of education and experience in a computer technology field
• High organizational and analytical capabilities
• Ability to handle multiple tasks and problem resolution efficiently
• Fluent in English (verbal and written)

Managerial Capabilities:

• Proven experience in managing and mentoring diverse teams, preferably across multiple locations such as Israel and India
• Ability to drive team performance, ensuring high standards of technical support and customer service delivery
• Strong leadership skills with the ability to set team goals, monitor performance, and provide regular feedback
• Capable of handling escalations and ensuring prompt resolution of critical customer issues
• Hands-on management style with a proactive approach to problem-solving and process improvement

Key Responsibilities:

• Lead and manage a team of technical support engineers, fostering a collaborative and high-performing work environment
• Provide hands-on assistance and mentorship to team members
• Ensure continuous improvement of support processes and customer satisfaction levels
• Communicate customer needs and wishes to the development team
• Organize and analyze support operations to enhance efficiency and effectiveness
• Hybrid work model: 2 days in office, 3 days remote
• Manage a team consisting of 10 people: 8 in India (including a team leader) and 2 in Israel

Company location: Kiryat Aryeh, Petah Tikva, Israel.

Number of employees: 130+.

This position reports to the VP of Customer Support.