Global Tier 3 Manager
Armis Security
This job is no longer accepting applications
See open jobs at Armis Security.See open jobs similar to "Global Tier 3 Manager" DFJ Growth.Armis is looking for a few of the very best people in their field to join our A-team of big thinkers, doers, movers, and shakers. This unique opportunity truly offers the best of all worlds—start up culture, enterprise level benefits and security, and top pay for the industry. Got your attention yet? Good, keep reading, it only gets better.
Ok, so what exactly does Armis do?
Connected assets are growing at an explosive rate, across every industry and every geo. In today’s world of smart devices and BYOD, these assets come from every direction and are found in every possible environment and industry. And they’re critical to success for every enterprise. And because every single asset represents a very real potential vulnerability, they’re also the last line of defense against today’s sophisticated cyber criminals.
Armis gives companies of every size—across every industry and geo—complete asset visibility, contextual intelligence, and continuous security. We have partnerships and integrations with the planet’s leading tech and cybersecurity players. And we’re building an incredibly smart and diverse global team of thought-leading technologists, creative visionaries and proven game changers who are ready to take Armis to the next level.
We are seeking a highly skilled and experienced Global Tier 3 Manager to lead our Tier 3 support team in a high-tech, cybersecurity environment. The successful candidate will be responsible for managing complex technical issues, ensuring the highest level of customer satisfaction, and driving continuous improvement within the support organization. This role requires a deep understanding of cybersecurity technologies, exceptional problem-solving abilities, and strong leadership skills.
Key Responsibilities:
- Leadership and Management:
- Lead, mentor, and develop a global team of Tier 3 support engineers (US and EMEA).
- Foster a collaborative and high-performance culture within the team.
- Conduct regular performance reviews, provide feedback, and identify training needs.
- Technical Support:
- Oversee the resolution of complex technical issues escalated from Tier 2 support.
- Collaborate with product and engineering teams to address critical customer issues.
- Ensure timely and accurate resolution of issues to meet or exceed SLAs.
- Customer Engagement:
- Serve as a point of escalation for high-priority customer issues.
- Maintain strong relationships with key customers and stakeholders.
- Provide regular updates to customers on the status of their issues and ongoing improvements.
- Process Improvement:
- Develop and implement best practices for incident management and root cause analysis.
- Identify and drive process improvements to enhance the efficiency and effectiveness of the support team.
- Ensure the team is equipped with the latest tools and technologies to perform their duties effectively.
- Reporting and Metrics:
- Monitor and report on key performance indicators (KPIs) and metrics for the Tier 3 support team.
- Provide regular updates to senior management on team performance, customer satisfaction, and major issues.
- Analyze support data to identify trends and areas for improvement.
- Collaboration:
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- Work closely with other support teams, product management, Customer Success, and engineering to deliver seamless support.
- Participate in cross-functional projects and initiatives to improve overall customer experience.
- Act as a liaison between the support team Product house and R&D departments to ensure alignment and collaboration.
Qualifications:
- Minimum of 5-7 years of experience in a technical support or engineering role, with at least 2 years in a global leadership position
- Strong technical background in Network Security, Linux and SQL
- Strong technical knowledge of cybersecurity technologies and solutions
- Proven experience in managing and developing high-performing teams
- Excellent problem-solving and analytical skills
- Strong customer service orientation with a focus on achieving high levels of customer satisfaction
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced and dynamic environment
- Experience with support tools and technologies (e.g., SFDC, Jira etc, remote support tools)
- Bachelor’s degree in Computer Science, Information Technology, or a related field
Preferred Qualifications:
- Master’s degree in a relevant field.
- Relevant certifications (e.g., CISSP, CISM, ITIL).
- Experience working in a global support organization.
- Knowledge of cloud technologies and solutions.
Location:
This position is located in Armis TLV offices, hybridized (office and remote work).
The choices you make in your career journey matter. You want to do interesting work in an important field while also having time to live your life, which is why we place so much value in your life-work balance. Armis sets you up for success with comprehensive health benefits, discretionary time off, paid holidays including monthly me days, and a highly inclusive and diverse workplace. Put your unique experiences and perspective to work in an environment where they will enable you to thrive, grow, and live your life with integrity.
Armis is proud to be an equal opportunity employer. We never discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected (or not) status. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization.
This job is no longer accepting applications
See open jobs at Armis Security.See open jobs similar to "Global Tier 3 Manager" DFJ Growth.