Enterprise Tech Support Lead

Overview We are currently seeking an Enterprise Technical Support Team Lead to join our Technical Support Team. This is a leadership role within a global, rapidly evolving Technical Support organization. You will lead a team of technical professionals who deliver high-quality enterprise support, working closely with senior Support leadership and cross-functional stakeholders to ensure outstanding customer experience. Reporting to Support Leadership, you will assist with planning, organizing, and leading a team responsible for providing reliable, responsive, and high-quality technical support. You will ensure contractual response commitments are met while fostering a culture of accountability, technical excellence, and customer focus. Responsibilities

• Assist to develop and retain a motivated, high-performing technical support team
• Support a collaborative, inclusive team culture

Service Delivery & Operations

• Ensure consistent delivery of high-quality support services
• Lead and participate in customer case escalations
• Identify and resolve service quality or efficiency issues
• Provide backup on-call monitoring coverage during weekends and holidays

Cross-Functional Collaboration

• Partner with Engineering, Product Management, Sales, and other teams to resolve critical

customer issues

• Contribute to proactive support initiatives
• Participate in Technical Support leadership initiatives
• Support global operating goals
• Develop effective systems, policies, and procedures

Qualifications

• Experience equivalent to a 4-year university education with an emphasis in

Information Technology and Security, Computer Science, or Business Administration.

• Requires an additional 4-5 years of experience working in Project

Management, Escalation Management role, or extensive support experience in a medium-to-large software company. Technical Knowledge

• Ability to obtain a strong understanding of the product or solutions' value to

the customers’ business.

• Maintain a high-level understanding of the product/solutions architecture,

components, and configuration.

• Strong analytical skills to evaluate and interpret complex situations using

multiple sources of information. Communication/Interpersonal Skills

• Customer advocacy and stakeholder management in escalated situations

internal and external stakeholders toward successful outcomes.

• Clear, executive-level communication and facilitation
• Cross-functional coordination and action-plan execution
• Sound judgment and composure under pressure

Preferred / Desirable Skills

• Experience with: Salesforce CRM, Business Intelligence Reporting, Data Analysis, Webex

Meeting, Microsoft Power Automate, SharePoint, Azure DevOps, Office 365 Suite.

• Knowledge of security software concepts, including identity and access management

(IAM), privileged access management (PAM), and audit and security monitoring solutions