Job Description

Job Title: Technical Support Manager – Innovator & Leader

About Us:

We’re disruptors, innovators, and relentless problem-solvers. We’re not your typical tech company—we protect data. Our Support team is a crew of passionate problem-solvers who thrive on innovation and never settle for the status quo. With our recent transition to a SaaS platform, we’re at a pivotal moment, and the opportunities for growth have never been greater. We need individuals who can hit the ground running, bring fresh perspectives, and help us navigate this exciting new chapter. If you’re ready to work with cutting-edge technology and be part of a team that values bold ideas and fearless collaboration, you’ve found your home. There’s no better time to join us as we redefine what’s possible in data protection.

Role Overview:

We’re on the lookout for a Technical Support Manager who’s ready to go beyond the usual management routine. This isn’t just about overseeing a team; it’s about leading a group of forward-thinkers, driving innovation, and ensuring our customers receive legendary support. You’ll be the catalyst that propels our support team to new heights, fostering a culture of excellence and relentless improvement.

What you'll do:

• Be the Visionary: Lead a high-octane support team with vision, grit, and a relentless drive for excellence. Inspire, challenge, and elevate your team to deliver exceptional support.
• Solve Complex Problems: Guide your team in tackling issues head-on with creativity, tenacity, and a refusal to settle for anything less than excellence. Drive root cause analysis initiatives and lead the development of innovative solutions.
• Relentless Customer Focus: Ensure our customers’ experience isn’t just good, but legendary. Advocate fiercely for our customers and represent their needs in product discussions.
• Collaborate Boldly: Work closely with cross-functional teams (Product, Engineering, Customer Success, etc.) to ensure seamless communication and support. Your collaboration isn’t just participation—it’s disruption with purpose.
• Develop and Mentor: Manage and develop Team Leaders through tasks such as setting yearly objectives, creating personal development plans, providing ongoing feedback, and conducting performance reviews.
• Drive Performance: Develop and manage performance metrics to support exceptional customer satisfaction and efficiency of resources. Equip your team with the necessary tools and training to drive positive outcomes.
• Foster Growth: Maintain an open-door policy, develop outstanding relationships with Support Engineers and Team Leads, and implement plans to reach technical excellence in collaboration with the Support Director.
• Recruit and Onboard: Work with recruiting to interview, hire, and onboard new team members.

Who You Are:

• Inspirational Leader: You have a proven track record of leading and inspiring teams to achieve exceptional results. Your leadership style is collaborative, empowering, and focused on fostering a positive and productive work environment.
• Technically Proficient: With 7-10 years of experience in IT software and hardware customer-facing technical positions, and 3-5 years of management/supervisory experience, you know your stuff and aren’t afraid to show it.
• Experience with SaaS Platforms: Understanding of cloud architectures (e.g., AWS, Azure, GCP) and IAM solutions (e.g., Okta, Azure AD, or AWS IAM).
• Game-Changer Qualities: Effective communicator, growth-oriented, adaptable, resilient, and customer-centric. You lead through influence and inspire your peers with your expertise and drive.
• Battle-Tested: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent practical experience). Your experience and mindset matter more than paper credentials.

Why You’ll Love It Here:

• Impact: Be part of a team that is shaping the future of technology support.
• Culture of Innovation: Be part of a team that values bold ideas, creativity, and collaboration. Here, your contributions aren’t just welcomed—they’re expected.
• Be Valued: Your voice matters. We want your ideas, your challenges, and your unique perspective.
• Stay Ahead: Work with the latest technology and be part of a company that’s always pushing the envelope.
• Growth: Opportunities for professional development and career advancement.

Our Core Values:

• Sense of Urgency: Deal with situations and issues proactively and persistently, seizing opportunities that arise.
• Achievement Orientation: Focus efforts on achieving high-quality results consistent with the organization’s standards.
• Attention to Detail: Work in a conscientious, consistent, and thorough manner.
• Resilience: Stay energized, productive, and focused in the face of challenges, ambiguity, change, or strenuous demands.

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