Technical Support Leader

5 days ago

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

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Securonix

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Securonix is a leader in cybersecurity, providing advanced solutions in Security Information and Event Management (SIEM) reinforced by artificial intelligence. The company offers a suite of products designed to detect, investigate, and respond to cyber threats, including user and entity behavior analytics (UEBA) and security orchestration automation and response (SOAR). Securonix specializes in cloud security monitoring and offers deployments on platforms like AWS, Google Cloud, and Microsoft Azure. Their solutions aim to enhance threat detection speed and precision, reduce false positives, and streamline security operations for organizations across various industries, particularly in the financial services and healthcare sectors.

Next Gen SIEM • UEBA • Security Big Data Lake • Insider Threat • Fraud Analytics

501 - 1000 employees

🔒 Cybersecurity

☁️ SaaS

🔐 Security

📋 Description

• As the Leader of Technical Support, you will build the organization for the future while leading all aspects of its day-to-day operations with accountability for delivering against its respective SLAs and KPMs. • The Technical Support team is tasked with delighting our customers through an entirely new support experience with our product. • Our team has the opportunity to directly engage with customers to understand their needs both from a product and overall support experience. • Design and develop a strategy, success metrics, and execution plan. • Work closely with Product Engineering on bug fixes. • Determine priorities for the team and balance with Customer and company requirements. • Deliver key customer and market insights, export insights, and find innovative ways to drive impact across the global Customer Experience team. • Set direction for our support strategy by building cross functional relationships with EPD, Security, Sales, and external vendors. • Analyze data insights across transnational customer satisfaction, QA performance, NPS detractors and support escalations. • Demonstrate strong communication and influencing skills, when working with global virtual cross functional internal and external partners. • Manage a team of Support Engineers that focus on very technical product support tickets such as debugging, API and application integrations.

🎯 Requirements

• 4+ years as a manager, director or leader of a Technical Support Team. • A track record of developing complex operations and global projects with cross-functional partners including Engineering, Product and Security. • You are a tenured leader in DevOps, Software Development, or Application integrations with a strong background leading high-performing, cross-functional teams to deliver an excellent Customer Experience. • You enjoy crafting creative solutions to drive positive results in customer satisfaction. • Strong analytical and project management skills, with experience building and implementing strategies for a Global Support Engineering function.

🏖️ Benefits

• Our medical insurance is with Cigna as we offer 4 plans to choose from. • Our vision and dental insurance are both PPO plans. • Securonix pays for your STD, LTD and Basic Life AD&D benefit. • Securonix also provides you access to the Employee Assistance Program (EAP) at no cost. • This program, available through Mutual of Omaha, provides professional, confidential telephonic or face-to-face counseling services to you and your loved ones. • With our 401(K) you are eligible to participate the 1st of the month, following 60 days of employment. • At Securonix we offer a Flexible Time Off plan, please speak to one of our Talent Attraction Specialists for details.