EMEA Regional Technical Support Manager

Radware is a global leader of cyber security and application delivery solutions for physical, cloud, and software defined data centers.

At Radware, we live and breathe cybersecurity. It is our passion. Each day, our international team works to earn the trust of more than 12,500 organizations around the globe. Keeping them safe is our mission. To that end, we go head-to-head with politically motivated hacktivists, dangerous nation-state threat actors and other notorious cyber attackers -these are not your average adversaries. Backed by nearly 30 years of experience, Radware is best known for its technical excellence and innovative network and application security solutions. That is why it is so important that we build our team with bold and bright talent.

What is the job:

The Regional Manager Leader – EMEA is responsible for leading and overseeing regional Technical Support operations, ensuring efficient case handling, balanced workload distribution, and consistent service excellence. The role focuses on operational execution, people management, escalation ownership, and customer experience, while building scalable and effective support processes across the EMEA region. This position provides both managerial and technical leadership, fostering a collaborative team environment and ensuring alignment with global Technical Support objectives.

What will you do?

Operational & Team Leadership

• Oversee daily operations of EMEA Technical Support teams to ensure efficient execution and service quality.
• Develop and implement regional strategies to meet defined goals and operational objectives.
• Assign and prioritize tasks based on team strengths, technical expertise, and workload.
• Identify team needs and build plans to address capacity, skill gaps, and operational requirements.
  
  

Execution & Progress Monitoring

• Monitor progress to ensure timely completion of tasks and adherence to operational standards.
• Organize and lead regular meetings to review progress, address issues, and align priorities.
• Ensure consistent application of processes and best practices across the EMEA region.
  
  

Technical Support & Escalation Management

• Provide immediate guidance and support to team members on complex technical and operational issues.
• Act as a senior escalation point for critical customer situations.
• Monitor and manage highprofile cases, including TopN, Customer Forum, Premium, and Managed Customer cases.
• Serve as the Regional Incident Manager for EMEA, ensuring effective coordination and resolution of regional incidents.
  
  

Performance Management

• Conduct regular performance reviews and define development goals for team members.
• Provide ongoing feedback to improve individual and team performance.
• Recognize and reward outstanding performance and contributions.
  
  

Hiring, Training & Development

• Participate in hiring activities for the EMEA Technical Support organization.
• Ensure structured onboarding, training, and continuous development plans are in place.
• Support longterm team growth, technical skill development, and succession planning.
  
  

What you need:

Required Experience

• 5+ years of experience in Technical Support, Network Engineering, Security Engineering, or a related technical function.
• Handson technical experience in Networking and Cyber Security domains, including enterprisescale environments.
• Proven experience managing technical support or engineering teams operating in networking and cyber security domains.
• Prior experience in a peoplemanagement or teamleadership role, preferably within a regional or global organization.
• Demonstrated experience handling highseverity incidents, escalations, and premium or strategic customer cases.
• Experience working in a matrix, global environment, collaborating across regions and time zones.
  
  

Required Qualifications

• Strong technical understanding of networking and cyber security technologies, support models, and escalation processes.
• Proven leadership skills with the ability to lead, mentor, and develop technical professionals.
• Excellent communication skills, with the ability to interact effectively with customers, engineers, and senior management.
• Strong decisionmaking and problemsolving skills in highpressure environments.
• Customercentric mindset with a focus on service excellence and continuous improvement.
  
  

Why you should join us:

Employees from more than 40 countries have chosen Radware as a place where they can belong. Radware has been recognized by Glassdoor and BDI as one of the World’s Best Places to Work, ranking among the top 100 companies across the globe in the IT category. Radware has also been named a Gold Winner for Application Security in the 2023 Globee Cybersecurity Awards, by Forrester a Leader in DDoS Protection, and has been named a Leader in WAF Market by Quadrant Knowledge Solutions. We are equally committed to our people. We strive to create a dynamic work environment that celebrates diversity, promotes equality, and thrives on the unique contributions of each individual. If you are ready to be part of a global-minded company that is inspired to create a better, safer future; and if and want to fight for the good guys and be at the forefront of helping companies protect their most critical assets from today’s cyber adversaries, then you’ve found the right fit at Radware

Primary Location

IL-IL-Tel Aviv

Work Locations

Radware Israel, Tel Aviv

Job

Field Support