Technical Support Team Lead

What You'll Do:

• Team Leadership: Manage and mentor a team of technical support engineers, providing guidance, training, and performance feedback to ensure high-quality support and professional growth.
• Primary Point of Contact: Serve as the primary point of contact for technical concerns, ensuring timely resolutions and proactive solutions to optimize performance and address potential risks, ensuring a high level of customer satisfaction and retention.
• Customer Advocacy: Advocate for customers to ensure timely resolution of reported problems, understanding their environment/network and the impact on their business.
• Troubleshooting: Own, troubleshoot, and solve customer technical issues using collaboration, best practices, and transparency within and across teams.
• Escalation Management: Identify cases that require escalation (either technically or strategically) and coordinate with relevant teams to ensure resolution.
• Incident Management: Create, maintain, and coordinate incident management requests to product or engineering teams, ensuring accurate documentation and follow-up.
• Automation: Design and implement solutions that scale the support offering through automation, improving efficiency and customer satisfaction.
• Customer Success Collaboration: Work closely with Customer Success Managers to address any technical issues impacting a customer's success and ensure a seamless experience.
• Knowledge Base: Create and maintain technical articles or knowledge base content, both internal and customer-facing, to enhance the support experience.

Requirements:

• 2+ years of experience in a Team Lead role.
• 6+ years of experience in Tier 2-3 technical support or a similar role, preferably in cybersecurity or networking.
• Strong proficiency with Linux systems, command-line tools, and networking fundamentals (e.g., TCP/IP, routing).
• Hands-on experience with troubleshooting network protocols, configurations, and deployments.
• Knowledge of programming languages like Python, Java, or Shell scripting is an advantage.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to diverse audiences.
• Proven ability to build strong relationships with customers, providing them with a high level of service and support.