Support TL
- 31/12/2024
- תל אביב - יפו
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.
מיקום לא צוין
04/02/2025
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