Job Description:
A global leader of cyber security and application delivery solutions for physical, cloud, and software defined data centers.
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, the company 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 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 team’s knowledge and training on new features, tools and improve their networking and customer f
Job Qualifications:
3 years at least of experience as a manager of technical customer support – a must.
5 years hands-on experience in implementing and troubleshooting complex TCP/IP technologies.
Strong leadership skills and experience – a must
Experience with strong routing and switching concepts – CCNP advantage.
Experience with Cisco/Juniper router, switches, and routing protocols, mainly BGP.
Good communication skills in English – both spoken and written.
Ability to collaborate, sync and manage processes with other teams to achieve incident resolution.
Multitasking and ability to work under pressure.
Company Occupation:
High Tech, Networking/datacom/telecom
Company Size:
Medium (50 - 150)