Product Support Team Leader

The product support team is part of the customer services group, as a product support manager you will be responsible to support all production cloud customers.

Lead the day-to-day operation of the support team and serve as first escalation point.

Create, implement, and maintain support team protocols, procedures, training program and knowledge base.

Improve monitoring service quality by studying, evaluating, and re-designing processes.

Prioritize and identify root causes of production issues, coordinating with operations, engineering, and R&D teams to address product and service issues in complex environments.

Maintain good internal and external customer communication, provide high level of support, and minimize escalations.

Implement KPI measurements, follow ups and reports.

Able to handle stressful situations with a proactive and service-oriented approach.

The working environment is intensive (24/7) and demand responding to calls in irregular hours (on call duty).

Leading a worldwide growing team and take responsibility on the recruitment, onboarding, and training of new team members.

Manage teams knowledge and training on new features, tools and improve their networking and customer facing capabilities.

Assist with incident response and support customers during network events and attacks.

Actively monitor, react, and troubleshoot customers events and alerts.

Investigate and resolve network and application related issues.