DescriptionJob Description The Director of Technical Support will lead and provide technical vision and strategy for Technical Support and Services. Build supportive and reliable relationships across the organization, customers, and partners. Identify training needs for technical, soft skills and service excellence. Meticulously monitor the metrics and take action to drive best in class service to our customers and directly contribute to business growth.
The Director will oversee a team of global technical Support Engineers and Technical Account Managers who interface directly with our Enterprise (Commercial, Government, K12) customers via live chat, ticket system, and telephone to assist them with technical support issues or inquiries. An ideal candidate for this role will have a wide breadth of knowledge and experience with enterprise networks, systems, and cybersecurity. The outstanding candidate will also understand the challenges that administrators face when trying to secure their users and devices in today's borderless network landscape and have a track record of solving them and training, mentoring, and leading technical support teams.
Responsibilities - Building strong cross-different relations and being the trusted adviser and partner to the global teams is a key objective
- As an active member of the Global Customer Support organization, we expect you to contribute to the Global support vision, bring initiatives to the table and collaborate on the long-term technical vision and strategy for Global Customer Support and Services, to support the company mission and vision
- Build supportive and reliable relationships across the organization and work with team leads and management to bubble up recurring issues or opportunities for product or process improvements
- Create and submit knowledgebase entries to help improve customer self-service capabilities and share this internal knowledge to assist other internal team members
- Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features
Skills/Qualifications - 7 + years of experience designing and supporting multilayer IP networks; routing and understanding network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
- Required: Bachelor's degree in Engineering, preferred in Information Technology or Computer Science
- Dedicated focus to provide every customer with a best-in-class service and share and train every team member to share in this philosophy
- Previous experience leading and developing technical support teams
- Highly developed sense of integrity and commitment to customer satisfaction and success
Benefits - Health, Vision, Dental, Chiropractic - open to domestic partners
- 401K with company match
- Unlimited PTO policy
- Company paid holidays
The duties and responsibilities described above are essential functions of the job.
This position is not eligible for sponsorship of work visas 
