Manager, Product Support Engineer
On-siteCórdoba, Cordoba, Argentina
Job Summary
Collaborate with cross-functional teams to ensure an exceptional customer experience and drive customer escalations to resolution by leading engagements with large enterprise clients. Manage a team of Information Security Product Support Engineers through hiring, on-boarding, coaching, and development. Oversee procedures for identifying, prioritizing, and resolving customer requests while monitoring and tracking the case queue and phone coverage. Lead and coordinate support resources to maintain overall department health and utilize metrics and reporting tools to ensure process-driven activities. Manage evening and weekend shifts as required.
Required Qualifications
- BS Degree in a technical curriculum or equivalent
- 4 + years' experience successfully leading a product support team
- Proven track record of managing top talent and fostering their growth
- A record of creating a team environment with high employee retention, strong job satisfaction, and successful career growth
- Ability to self-direct, multi-task and prioritize job requirements
- Strong knowledge of customer relationship management
- Excellent verbal, written and interpersonal communication skills
- Knowledge of security platforms, email protection, cloud services, software as a service (SaaS)
- Candidates should be flexible working evening and weekend shifts
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