Team Lead, Customer Support
New
K
KeyfactorComputer & Network Security
Remote, UKFull-TimeLead
Salary not disclosed
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Job Details
- Required Skills
- Project ManagementData AnalysisCustomer support
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
- Strong experience in customer support with leadership roles in senior technical teams.
- Strong knowledge of cryptography and PKI solutions.
- Proven ability to manage complex projects and multiple priorities.
- Strong analytical skills and experience with support metrics and data analysis.
- Ability to lead and mentor teams effectively.
- Strong communication and interpersonal skills.
- Ability to handle escalations and resolve conflicts.
- Understanding of ITIL or NIST framework and support processes.
- Professional/technical certification (e.g., CSP, CSM, ITIL foundation, or Security+) is desirable.
Responsibilities
- Lead, mentor, and develop a team of customer support engineers.
- Ensure timely closure of tickets and adherence to SLAs.
- Promote knowledge sharing to enhance overall support capability.
- Manage customer escalations and provide timely, accurate solutions.
- Collaborate with product development, engineering, and customer success teams.
- Monitor daily case trends and oversee case assignments to balance workloads.
- Communicate customer feedback to internal stakeholders to drive continuous improvement.
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