Job Description:

We're looking for a qualified, experienced and inspired innovator that will lead a top notch 3rd level support team. You'll work to support Cybereason’s ever growing customer base and ensure customer satisfaction.

Responsibilities

• Lead members of the Tier 3 Technical Support team, including day to day management and professional development. Direct responsibility for customer interactions/communications while acting as support liaison between customer, Product Management, R&D and Business units.
• Work with the team on troubleshooting and determining the root cause of the issues, suggesting workarounds and solutions.
• Collaborate with global support team, operations, product and developers
• Manage the escalation process within the support team; ensure best service level coverage, as well as providing ongoing, timely updates on new issues,
• Provide technical training/mentoring on new product features, workarounds and processes as needed.
• Develop and implement procedures, methods and processes to keep operational efficiency and mitigate risks to achieve team results.

Required skills and experience:

• 3+ years of support management experience
• Advanced knowledge of operating systems, storage and networking
• Service oriented, very strong interpersonal and communication skills
• Ability to lead complicated processes and come up with creative solutions
• Strong technological background is a major advantage
• Native or bilingual proficiency in English is an advantage

More about our team

We want diverse skill sets and wicked smart people, so we can learn from each other and solve interesting/difficult problems. We don't just click the same buttons over and over. We work both independently and collaboratively with the common goal of achieving excellence and never being satisfied with mediocrity.

More about the perks

Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some killer perks: ample time off to relax and recharge, plenty of food and drinks (including beer and soda), work from home options, generous employer-paid insurance coverage for you and your family, 401k and more.