We are currently seeking an Enterprise Technical Support Team Lead to join our Technical
Support Team.
This is a leadership role within a global, rapidly evolving Technical Support organization.
You will lead a team of technical professionals who deliver high-quality enterprise support,
working closely with senior Support leadership and cross-functional stakeholders to ensure
outstanding customer experience.
Reporting to Support Leadership, you will assist with planning, organizing, and leading a
team responsible for providing reliable, responsive, and high-quality technical support. You
will ensure contractual response commitments are met while fostering a culture of
accountability, technical excellence, and customer focus.
Responsibilities:
• Assist to develop and retain a motivated, high-performing technical support team
• Support a collaborative, inclusive team culture
Service Delivery & Operations
• Ensure consistent delivery of high-quality support services
• Lead and participate in customer case escalations
• Identify and resolve service quality or efficiency issues
• Provide backup on-call monitoring coverage during weekends and holidays
Cross-Functional Collaboration
• Partner with Engineering, Product Management, Sales, and other teams to resolve critical
customer issues
• Contribute to proactive support initiatives
• Participate in Technical Support leadership initiatives
• Support global operating goals
• Develop effective systems, policies, and procedures
Qualifications:
• Experience equivalent to a 4-year university education with an emphasis in
Information Technology and Security, Computer Science, or Business
Administration.
• Requires an additional 4-5 years of experience working in Project
Management, Escalation Management role, or extensive support experience in
a medium-to-large software company.
Technical Knowledge:
• Ability to obtain a strong understanding of the product or solutions' value to
the customers’ business.
• Maintain a high-level understanding of the product/solutions architecture,
components, and configuration.
• Strong analytical skills to evaluate and interpret complex situations using
multiple sources of information.
Communication/Interpersonal Skills:
• Customer advocacy and stakeholder management in escalated situations
internal and external stakeholders toward successful outcomes.
• Clear, executive-level communication and facilitation
• Cross-functional coordination and action-plan execution
• Sound judgment and composure under pressure
Preferred / Desirable Skills
• Experience with: Salesforce CRM, Business Intelligence Reporting, Data Analysis, Webex
Meeting, Microsoft Power Automate, SharePoint, Azure DevOps, Office 365 Suite.
• Knowledge of security software concepts, including identity and access management
(IAM), privileged access management (PAM), and audit and security monitoring solutions