Technical Support Manager (San Jose, Costa Rica)

Armis, the cyber exposure management & security company, protects the entire attack surface and manages an organization’s cyber risk exposure in real time. In a rapidly evolving, perimeter-less world, Armis ensures that organizations continuously see, protect and manage all critical assets - from the ground to the cloud. Armis secures Fortune 100, 200 and 500 companies as well as national governments, state and local entities to help keep critical infrastructure, economies and society stay safe and secure 24/7.

Armis is a privately held company headquartered in California.

The Opportunity

TSM will lead/oversee a team of technical support engineers, responsible for resolving customer issues related to Armis products, such as Centrix, VIPR, and ATI Early Warning, ensuring timely troubleshooting and efficient problem resolution while maintaining high customer satisfaction levels by actively managing a team of support engineers, monitoring relevant metrics, and contributing to ongoing process and operations improvements.

What You'll Do

• Supervise and mentor technical support engineers, assigning tasks and ensuring efficient issue resolution. 
• Responsible for supporting, coaching, developing, and supervising a team of technical support engineers.
• Motivate the team members and address any issues which may arise as part of daily work life.
• Identify areas for new training or skills development.
• Communicate Organizational goals and business needs to help set the right expectation.
• Monitor the daily activities of each team member including backlog management.
• Be responsible for the Technical Support Team achieving high customer satisfaction and success measured through specific KPIs.
• Maintain a high degree of knowledge about products and technical issues affecting those products.
• Provide managerial oversight of and contribute to technical support for Armis’s customers and serve as an escalation channel for internal and external customers.
• Implement Knowledge-Centered support efforts ensuring key team learning is aggregated, communicated and integrated across the team to achieve greater results.
• Work closely with other Customer Experience teams, Product Management, Program Management, Engineering, among others, representing the Support team to develop new procedures, products or improve existing support processes.
• Develop and enforce  policies and procedures. 
• Monitor case updates sent by team members and help them with any improvements if needed.
• Reaching out to customers for any surveys where a follow-up is required.

What We Expect

• 10-15+ years of technical experience
• 5+  years management experience
• Strong understanding of network protocols (TCP/IP, routing, switching)
• Expertise in network security technologies (firewalls, intrusion detection/prevention systems, VPNs)
• Experience with security best practices, frameworks (such as NIST, CIS, etc), and compliance standards
• Expertise in cloud technologies like AWS
• Proven ability to troubleshoot complex network, systems, and security issues
• Excellent communication and problem-solving skills
• Leadership experience in managing technical teams
• Relevant certifications like CCNP, CCIE, CISSP, CISA

Salary range guidance for this position is: $80,000- $100,000 USD

The salary range listed does not include other forms of compensation or benefits (e.g. i.e. stipend for transit/parking, bonuses, commissions, stocks, health insurance benefits, etc.) offered to candidates. Visit our careers site for more information on benefits at Armis.

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.

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