Director / Sr. Director Operations
New
United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 10 to 15 years
- Required Skills
- LinuxTechnical support
Requirements
- Bachelor’s degree in Computer Science, Engineering, or a related field.
- 10 to 15 years of experience in technical support within the networking domain.
- Strong technical background with a solid understanding of TCP/IP, routing protocols, routers and switches, Linux, and virtual machines.
- Experience with SD-WAN, and security related skills: SASE, ZTN, CASB a plus.
- Proven experience in leading and managing a technical support team.
- Strong problem-solving skills and the ability to troubleshoot complex technical issues.
- Excellent communication and interpersonal skills.
- Strong organizational and project management skills.
- Ability to work in a fast-paced environment and handle multiple priorities.
- Experience in a startup environment is highly desirable.
Responsibilities
- Lead, manage and mentor the technical support team, ensuring high performance and productivity.
- Direct interaction with customers to understand the problems and issues and be the first line of support to help triage.
- Closely work with tier 2 / tier 3 support teams for complex issues.
- Develop and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction.
- Implement and monitor customer support metrics to measure performance and identify areas for improvement.
- Facilitate communication and collaboration across cross-functional teams including engineering, sales, and marketing.
- Develop and maintain project plans, timelines, and progress reports to ensure trouble tickets are managed in a timely and appropriate manner.
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