Job Responsibilities

📍Leads, mentors, and manages a team of customer support team leads and engineers, fostering a culture of excellence and professional growth. 📍Develops team capabilities through training, coaching, and ongoing professional development initiatives. 📍Conducts regular performance evaluations, provides constructive feedback, and creates comprehensive development plans. 📍Oversees support service delivery, ensuring adherence to SLAs and high customer satisfaction levels. 📍Manages high-priority customer escalations, ensuring timely resolution with clear and proactive customer communication 📍Partners with support tiers, product development, and engineering teams for effective escalation and resolution of customer issues. 📍Collaborates with sales and customer success teams to align support activities with customer needs and business goals. 📍Provides strategic feedback to internal stakeholders for product enhancements and process optimizations. 📍Develops robust escalation management processes to handle critical customer issues efficiently. 📍Coordinates with global support teams for consistent and effective resolution of escalations across regions. 📍Maintains transparent communication with customers and internal stakeholders during escalations to ensure satisfaction. 📍Contributes to the creation, maintenance, and enhancement of a comprehensive knowledge base for technical knowledge and SOPs. 📍Encourages knowledge sharing and continuous learning within the support team to improve efficiency and effectiveness. 📍Supports initiatives to optimize the knowledge management system for better accessibility and usability. 📍Analyzes and reports on case trends and metrics to identify improvement opportunities and drive operational excellence. 📍Oversees case assignments and team availability to meet workload demands and SLA targets effectively. 📍Leads escalations of key cases across departments to ensure prompt and effective resolution.

Minimum Qualifications, Education and Skills

📍Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience. 📍Strong experience in customer support leading senior technical teams and junior support leaders. 📍Strong knowledge of cryptography and PKI solutions is preferred 📍Proven ability to manage complex projects and multiple priorities 📍Proven ability to manage global teams and complex support operations. 📍Strong analytical skills and experience with support metrics and data analysis. 📍Strategic thinking and ability to drive continuous improvement. 📍Excellent leadership and decision-making skills.