Director - Customer Support Services

February 12

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Secure it Securities Corp

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Secure IT Securities Corp. is a professional security company based in Rockland County, NY, providing advanced home security solutions to the local community. They offer a variety of services including interactive home security systems, monitoring services, fire alarm monitoring, and smart home integrations. With a focus on personalized security solutions and a community-centered approach, Secure IT Securities Corp. ensures the safety and comfort of its clients through tailored security installations and 24/7 emergency service.

NYS Alarm License

2 - 10 employees

Founded 2013

🔐 Security

👥 B2C

📋 Description

• Lead the post-sales technical support function at Securiti.ai. • Drive the overall post-sales engagement with the customers for Technical Support. • Mature a tiered support model across a global support organization that delivers follow-the-sun 24x7x365 support coverage. • Develop and execute customer support SOPs and Runbooks for customer issue remediation. • Build and lead a team of talented support engineers. • Balance the sales acumen for customer relationship management with deep technical skills in areas, such as Data Privacy and Security (DLP, Encryption, Access, Classification etc), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization. • Institute and develop support dashboards and operational metrics by leveraging CRM, Support systems, and DevOps system. • Interface with engineering and product management to provide a feedback loop that includes repeatable IP in the form of implementation tools, customer insights, support knowledgebase and quality improvements. • Formalize and drive the customer issue escalation process, with compliant internal SLAs between Support and Engineering organizations. • Drive a P&L business plan for post-sales support, including forecasting budgets and financial plans.

🎯 Requirements

• Minimum of a Bachelor’s Degree in a technical field with 7+ years of work experience as a manager of technical support. • In-depth understanding of technical support processes, playbooks and metrics. • Hands-on experience with people management, project management and budgeting. • Demonstrated success with hiring and developing technical support organizations. • Proficiency in one or more Support systems, such as Zendesk. • Executive presence with excellent communication and leadership skills, and a proven track-record of collaborative success with customers, vendors, staff and internal business partners. • Deep understanding of Data Privacy and Security (DLP, Encryption, Access, Classification etc), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization, is a strong plus. • NOTE: This role requires very strong hands-on technical skills and leadership. • Up to 20% travel (domestic and international).