Enterprise Tech Support Lead

Overview

We are currently seeking an Enterprise Technical Support Team Lead to join our Technical Support Team.This is a leadership role within a global, rapidly evolving Technical Support organization. You will lead a team of technical professionals who deliver high-quality enterprise support,working closely with senior Support leadership and cross-functional stakeholders to ensure outstanding customer experience.Reporting to Support Leadership, you will assist with planning, organizing, and leading a team responsible for providing reliable, responsive, and high-quality technical support. You will ensure contractual response commitments are met while fostering a culture of accountability, technical excellence, and customer focus.

Responsibilities

• Assist to develop and retain a motivated, high-performing technical support team• Support a collaborative, inclusive team cultureService Delivery & Operations• Ensure consistent delivery of high-quality support services• Lead and participate in customer case escalations• Identify and resolve service quality or efficiency issues• Provide backup on-call monitoring coverage during weekends and holidaysCross-Functional Collaboration• Partner with Engineering, Product Management, Sales, and other teams to resolve critical customer issues• Contribute to proactive support initiatives• Participate in Technical Support leadership initiatives• Support global operating goals• Develop effective systems, policies, and procedures

Qualifications

• Experience equivalent to a 4-year university education with an emphasis in Information Technology and Security, Computer Science, or Business Administration.• Requires an additional 4-5 years of experience working in Project Management, Escalation Management role, or extensive support experience in a medium-to-large software company. Technical Knowledge:• Ability to obtain a strong understanding of the product or solutions' value to the customers’ business. • Maintain a high-level understanding of the product/solutions architecture, components, and configuration. • Strong analytical skills to evaluate and interpret complex situations using multiple sources of information.Communication/Interpersonal Skills:• Customer advocacy and stakeholder management in escalated situationsinternal and external stakeholders toward successful outcomes.• Clear, executive-level communication and facilitation• Cross-functional coordination and action-plan execution• Sound judgment and composure under pressurePreferred / Desirable Skills• Experience with: Salesforce CRM, Business Intelligence Reporting, Data Analysis, Webex Meeting, Microsoft Power Automate, SharePoint, Azure DevOps, Office 365 Suite.• Knowledge of security software concepts, including identity and access management (IAM), privileged access management (PAM), and audit and security monitoring solutions