Support Manager

About N2WS

For the last 10 years N2WS has been a pioneer in the AWS backup and recovery space, servicing some of the biggest brands in the world across a myriad of industries such as consulting, banking, pharmaceuticals, telecommunications, governmental agencies, educational institutions and more. 

N2WS offers a secure and scalable backup and recovery solution tailored for Amazon AWS and Microsoft Azure. Hosted directly in your cloud account, it ensures a swift backup and recovery—across regions and accounts—for critical IT infrastructure, all under 60 seconds. It also features comprehensive reporting, audit trails, and cost-effective long-term archival, even in high-volume environments.

You

Are you a highly motivated leader with a passion for customer satisfaction, cutting-edge technology, and cloud solutions? N2WS is seeking a Support Manager to lead our global support team.

As the Support Manager, you’ll be at the forefront, ensuring our customers receive top-notch assistance while working closely with our Development, System Engineering and Customer Success teams to deliver innovative, cloud-native solutions. You’ll be reporting to the Head of Customer Success and be managing a global team of support agents.

Join a fun and hardworking team that thrives on pushing the boundaries of technology. As the market leader in cloud-native, multi-cloud backup solutions, we’re shaping the future of data protection, and we want you to be part of our journey!

We are looking for a Support Manager who will take ownership of monitoring team performance, identifying areas for improvement and devising key performance indicators (KPIs) to measure success effectively. You will be responsible for process implementation, analyzing results, and driving continuous improvement across the support team. Additionally, we expect you to develop and refine workflows, ensuring efficiency and scalability, and take the lead in implementing these processes to enhance team productivity and customer satisfaction.

 Key Responsibilities:

• Manage and lead the support team, ensuring exceptional customer experiences and timely issue resolution.
• Serve as a liaison between customers, the development team, and internal system engineers to align priorities and solutions.
• Oversee and prioritize support projects, timelines, and deliverables to meet customer and business needs.
• Implement and maintain solid support processes, ensuring customer satisfaction and operational efficiency.
• Provide expert guidance to support engineers on troubleshooting cloud environments across AWS, Azure, and Google Cloud.
• Utilize scripting tools (e.g., JavaScript, Bash) and APIs (e.g., Postman) to diagnose, resolve, and automate processes.
• Ensure compliance with security best practices and monitor cloud environments to maintain performance and availability.

Qualifications:

• Technical Expertise:
• Bachelor’s degree in computer science, Business, IT, or a related field.
• 5+ years experience in customer support or management within the tech industry.
• Strong working experience with AWS, Azure, and/or Google Cloud.
• Proficient in scripting (e.g., JavaScript, Bash) and API tools like Postman.
• Proficient in support software and CRM systems.
• Knowledge of IaaS, PaaS, and SaaS cloud-based solutions.
• Familiarity with cloud-based monitoring, troubleshooting tools, and security best practices.
• Bonus: experience dealing with backup, recovery and storage systems.
• Leadership & Interpersonal Skills:
• Excellent communication skills with the ability to engage effectively with both customers and support engineers.
• Expertise in managing customer expectations and timelines.
• Proven ability to collaborate across teams and manage multiple projects.
• A passion for mentoring, coaching, and fostering a positive team environment.

What We Offer:

• A dynamic, fast-paced work environment with a fun, collaborative culture.
• Competitive compensation and benefits.
• Opportunities to work with bleeding-edge technology and contribute to a market-leading solution.
• Growth and advancement opportunities in a company that values innovation and excellence.
• This position is hybrid, with 2-3 times/week coming to our Haifa office.

Interested in taking this further?

If you have a passion for leading teams, exceeding expectations with customers, and working with cutting-edge cloud technologies, we encourage you to apply.

Submit your resume and a cover letter outlining your qualifications and experience.