Technical Support Manager
Position Overview
Technical Support Managers at Netwrix lead and manage teams of Technical Support Engineers as they work to support our customers, acting as the key party responsible for the quality of technical support efforts and outcomes for their assigned family of products. Managers are instrumental in ensuring our customers are supported with the highest level of service, delivering 24x7 support through a follow-the-sun support model on a global scale. This role is pivotal in driving customer satisfaction, optimizing team performance, and maintaining efficient operations.
Responsibilities
Leadership & Management:
Lead, mentor, and develop a team of Technical Support Engineers, promoting a culture of collaboration, learning, and continuous improvement.
Coordinate team activities to provide timely and effective resolutions to customer inquiries and technical issues.
Effectively communicate updates and impacts from senior leadership to the team level, and consistently communicate team-level friction points and opportunities to senior leadership.
Operational Excellence:
Ensure consistent 24x7 support coverage by strategically managing team schedules according to our follow-the-sun model and facilitating and participating in live handover discussions on tickets.
Monitor and analyze key performance metrics, including average time to close, voice of the customer metrics, and first contact SLA compliance ensuring alignment with organizational key objectives while continuously looking for opportunities for improvement.
Ensure proper coverage to maintain service consistency while balancing time-off requests and promoting work-life balance for their team.
Customer Escalations:
Serve as the primary point of contact for escalated customer issues, demonstrating empathy and product expertise in resolving complex challenges.
Follow established escalation procedures to ensure prompt and best in class resolutions.
Performance & Reporting:
Prepare and present regular reports to stakeholders and leadership, detailing team performance metrics, trends, improvement strategies, and showcasing team achievements.
Analyze workload distribution and ticket backlog among team members to ensure even workload across the team.
Team Development:
Conduct regular coaching and performance reviews to align individual goals with team objectives.
Qualifications
Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Proven experience in a technical support and/or management role including experience with technical support processes and best practices - preferably within the cybersecurity industry.
Strong leadership, people management and interpersonal skills with a passion for customer service excellence.
Experience working with cybersecurity product solutions (Identity & Access Management, Privileged Access Management, Identity Threat Detection & Response, Endpoint Management and Data Loss Prevention)
Ability to analyze data and metrics to make informed decisions and drive performance improvements.
Excellent problem-solving and communication skills.
Our Values
At Netwrix, our values guide every action:
Next-Level Customer Focus -Customers first, always. We listen, protect, and go the extra mile— because their success is our mission.
Excellence - We set high standards and take pride in delivering exceptional results. We celebrate wins, seek constant improvement, and address shortcomings professionally.
Transparent Ownership - We celebrate our successes, own up to our mistakes, communicate openly, and face challenges head-on with a genuine commitment to doing the right thing.
Winning with Clear Thinking - We value clarity, find straightforward solutions to complex problems, and make swift, effective decisions.
Relentless Innovation - We continually seek better ways to serve our customers and stay ahead. We foster creative thinking, and we embrace new approaches.
Industry-Leading Expertise - We take pride in our expertise and continuously seek to learn and share knowledge, striving to be the trusted experts our customers rely on.
eXceptional Together - We believe in the power of collaboration and diverse perspectives. By valuing each other’s strengths, we achieve outcomes that surpass individual contributions.
Join us in a culture where integrity, respect, and hard work are foundational. Be part of a team dedicated to making a lasting impact.
Why You’ll Love Working at Netwrix
Competitive Health Benefits
Continuous Learning and Development Opportunities
Team-Oriented, Collaborative, and Innovative Work Environment
Regular Company Town Halls to Keep You Informed
Opportunities for Career Growth and Advancement
We pride ourselves on a culture that truly values employee input across various backgrounds and experiences. We look forward to welcoming new talent who can help us further our mission.
Netwrix Corporation and its wholly owned subsidiaries are Equal Opportunity Employers (EEO) and welcome all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
Please let us know if you require any accommodation.
About the job
Apply for this position
Technical Support Manager
Position Overview
Technical Support Managers at Netwrix lead and manage teams of Technical Support Engineers as they work to support our customers, acting as the key party responsible for the quality of technical support efforts and outcomes for their assigned family of products. Managers are instrumental in ensuring our customers are supported with the highest level of service, delivering 24x7 support through a follow-the-sun support model on a global scale. This role is pivotal in driving customer satisfaction, optimizing team performance, and maintaining efficient operations.
Responsibilities
Leadership & Management:
Lead, mentor, and develop a team of Technical Support Engineers, promoting a culture of collaboration, learning, and continuous improvement.
Coordinate team activities to provide timely and effective resolutions to customer inquiries and technical issues.
Effectively communicate updates and impacts from senior leadership to the team level, and consistently communicate team-level friction points and opportunities to senior leadership.
Operational Excellence:
Ensure consistent 24x7 support coverage by strategically managing team schedules according to our follow-the-sun model and facilitating and participating in live handover discussions on tickets.
Monitor and analyze key performance metrics, including average time to close, voice of the customer metrics, and first contact SLA compliance ensuring alignment with organizational key objectives while continuously looking for opportunities for improvement.
Ensure proper coverage to maintain service consistency while balancing time-off requests and promoting work-life balance for their team.
Customer Escalations:
Serve as the primary point of contact for escalated customer issues, demonstrating empathy and product expertise in resolving complex challenges.
Follow established escalation procedures to ensure prompt and best in class resolutions.
Performance & Reporting:
Prepare and present regular reports to stakeholders and leadership, detailing team performance metrics, trends, improvement strategies, and showcasing team achievements.
Analyze workload distribution and ticket backlog among team members to ensure even workload across the team.
Team Development:
Conduct regular coaching and performance reviews to align individual goals with team objectives.
Qualifications
Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Proven experience in a technical support and/or management role including experience with technical support processes and best practices - preferably within the cybersecurity industry.
Strong leadership, people management and interpersonal skills with a passion for customer service excellence.
Experience working with cybersecurity product solutions (Identity & Access Management, Privileged Access Management, Identity Threat Detection & Response, Endpoint Management and Data Loss Prevention)
Ability to analyze data and metrics to make informed decisions and drive performance improvements.
Excellent problem-solving and communication skills.
Our Values
At Netwrix, our values guide every action:
Next-Level Customer Focus -Customers first, always. We listen, protect, and go the extra mile— because their success is our mission.
Excellence - We set high standards and take pride in delivering exceptional results. We celebrate wins, seek constant improvement, and address shortcomings professionally.
Transparent Ownership - We celebrate our successes, own up to our mistakes, communicate openly, and face challenges head-on with a genuine commitment to doing the right thing.
Winning with Clear Thinking - We value clarity, find straightforward solutions to complex problems, and make swift, effective decisions.
Relentless Innovation - We continually seek better ways to serve our customers and stay ahead. We foster creative thinking, and we embrace new approaches.
Industry-Leading Expertise - We take pride in our expertise and continuously seek to learn and share knowledge, striving to be the trusted experts our customers rely on.
eXceptional Together - We believe in the power of collaboration and diverse perspectives. By valuing each other’s strengths, we achieve outcomes that surpass individual contributions.
Join us in a culture where integrity, respect, and hard work are foundational. Be part of a team dedicated to making a lasting impact.
Why You’ll Love Working at Netwrix
Competitive Health Benefits
Continuous Learning and Development Opportunities
Team-Oriented, Collaborative, and Innovative Work Environment
Regular Company Town Halls to Keep You Informed
Opportunities for Career Growth and Advancement
We pride ourselves on a culture that truly values employee input across various backgrounds and experiences. We look forward to welcoming new talent who can help us further our mission.
Netwrix Corporation and its wholly owned subsidiaries are Equal Opportunity Employers (EEO) and welcome all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
Please let us know if you require any accommodation.