Services Team Lead
HybridPrague, Prague, Czechia
Job Summary
Lead a remote team of services engineers for global customers by setting objectives, monitoring performance, and providing regular feedback. Manage customer issues from start to resolution while acting as a point of escalation for complex technical challenges on major incident bridges. Provide technical guidance, mentorship, and training to team members, and implement process improvements to enhance efficiency. Collaborate with internal teams including product, engineering, and sales to advocate for customers and expand the Services team across APJ, EMEA, and NAM regions. Participate in hiring and conduct performance evaluations to align workflows. This role requires managerial experience with at least two years in leadership and three years as a Support Engineer or NOC specialist. Fluency in English is mandatory, and the position involves hybrid work with three days in the office in Prague, Czech Republic.
Required Qualifications
- Previous experience as a manager\leader is required at least 2 years
- Excellent oral and written communication skills with a passion for working with customers - Must
- Strong computer skills with an emphasis on Networking & TCP/IP
- Familiarity with VPNs, IPSEC, security protocols and standards
- Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments
- Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous tasks
- Ability to work effectively and thrive in a fast-paced environment
- Flexibility work with globally dispersed, cross-cultural team
- Team player
- Fluency in English (written and spoken)
- Participate in Escalation on Call duty to assist with out of hours services management escalation
- *We operate in a hybrid model, requiring three days in the office.
- *Location: NR7, Náměstí republiky, Prague, Czech Republic.
Desired Qualifications
- Previous experience as a Support Engineer (Tier 1– security companies) / NOC – Preferred at least 3 years
- Experience working with Cloud, SaaS technology provider - Advantage
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.