Support Manager

We are seeking a highly motivated and experienced Support Manager to lead our customer support team. The Support Manager will be responsible for overseeing all aspects of customer support operations, including managing a team of support representatives, implementing support strategies, and ensuring timely resolution of customer issues.

Responsibilities

• Serve as the subject matter expert and final escalation point for complex technical issues related to our SOC platform, SIEM, and other cybersecurity tools.
• Manage and lead a team of support representatives, providing guidance, coaching, and performance feedback.
• Develop and implement support strategies to improve customer satisfaction and retention.
• Monitor support ticket queues to ensure timely response and resolution of customer inquiries and issues.
• Collaborate with cross-functional teams, including product development and sales, to address customer needs and concerns.
• Analyze support metrics and KPIs to identify trends and areas for improvement.
• Implement best practices for support processes and procedures.
• Handle escalated customer issues and complaints, providing resolutions in a timely and professional manner.
• Conduct regular team meetings and training sessions to ensure staff development and performance improvement.
• Collaborate closely with development and engineering teams to identify, report, and validate product defects and enhancements.
  
  

• 2+ years of experience in a managing technical support role - A must.
• Proactive and self-motivated with a "can do" approach, demonstrating a willingness to take on challenges and find solutions.
• Strong knowledge of cybersecurity principles and technologies, including SIEM (Security Information and Event Management) - A must.
• Experience within the cybersecurity domain, with a focus on SOC platforms - Advantage.
• Experience in a cloud environment.
• Excellent analytical and problem-solving skills, with the ability to identify and resolve complex technical issues effectively.
• Excellent communication and interpersonal skills.Ability to work well under pressure and handle escalated customer issues effectively.
• Analytical mindset with the ability to interpret support metrics and make data-driven decisions.
• Experience with CRM system.
• Demonstrated commitment to customer satisfaction and service excellence.
• On-call duty once a week.
• Weekend work once every 4 weeks.