Technical Support Manager

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.

Location: This is a hybrid role from our TLV office 

Position Summary:

The Technical Support Manager will lead the T1-T2 (non-US) international technical support teams. They will focus on delivering exceptional service, driving data-driven improvements, and fostering a high-performing team

Key Responsibilities:

Leadership and Team Management:

• Lead and manage T1-T2 international technical support teams
• Recruit, train, mentor, and manage technical support engineers across international locations
• Define performance expectations and support team member development
• Manage headcount planning and resource allocation

Customer Experience Excellence:

• Ensure a customer-centric approach and exceptional service to international customers
• Monitor and improve customer satisfaction metrics
• Collaborate with other departments to address customer needs

Technical Mastery:

• Maintain a deep understanding of Armis products
• Ensure technical support teams are up-to-date on product upgrades

Data Excellence:

• Utilize data to monitor and analyze key support metrics for international teams
• Implement data-driven strategies to enhance technical support operations
• Provide product feedback based on data from international support interactions

Continuous Improvement:

• Drive continuous improvement initiatives to streamline workflows and enhance efficiency
• Stay up-to-date with industry trends and best practices

Stakeholder Engagement:

• Collaborate with the VP of Customer Support and Technical Support Managers
• Engage with key international clients to understand their needs

Qualifications:

• 6-8 years in technical customer support leadership, managing international teams
• Strong technical knowledge, preferably in cybersecurity
• Experience supporting cloud-based, on-prem, and appliance-based platforms
• Strong leadership and people management skills
• Understanding of customer support KPIs and best practices
• Excellent communication and problem-solving skills
• Data-driven mindset
• Experience managing geographically dispersed support teams
• Experience reporting to a remote manager - a plus
• Empathy for customers and a passion for exceptional customer experiences
• Relevant certifications (CCNP, CCIE, CISSP, CISA) are a plus

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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