Vera is looking for a highly motivated Sr. Technical Support Manager to lead our Global Technical Support team. The ideal applicant will be self-directed, well organized, articulate, team leader and a team player. Responsibilities entail organization and management of Vera Technical Support team with the goal of developing and maintaining a strong customer perception of support and product quality.  This role requires exceptional customer centricity, team building, motivational style, and analytical skills. 

Responsibilities

  • Deliver a customer centered philosophy across the global team that strives to meet and exceed our Support  SLAs 
  • Lead by example and facilitate open communication between Product Specialists within the group and other departments within Vera 
  • Hire, train, and mentor Customer Support Agents 
  • Support  Pre-Sales and Professional Services trams by tracking, escalating, and resolving issues during POC and deployment phases 
  • Collaborate closely with Engineering and Product teams while managing escalations 
  • Manage the complete roster of customer sourced tickets. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress 
  • Develop standard operating principles for the Support Team to ensure delivery against service levels, have a vision and plan to address evolving needs of the customers as well as Vera 
  • Provide intelligence and reports to management, customers and other stakeholders, help foresee upcoming bugs or problems 
  • Own, track, report and manage support SLAs and ensure delivery against company/team goals 
  • Develop and execute on strategy for continuous improvement of our Support Team SLAs 
  • Use reporting to spot trends and help the product team/engineering be proactive instead of being reactive

 Qualifications

  • 8+ years in Technical Support, 5+ years of building and managing teams 
  • Experience managing Support team in a SaaS based software solution preferable in networking and security domain 
  • Leadership skills to hire, on-board, and train Technical Support engineers globally 
  • Experience supporting application software on Linux, Windows, Mac platforms 
  • Good understanding of networking (VLAN's, Routers, AWS VPCs) 
  • Proficiency in support tools like Zendesk and JIRA 
  • Bachelor's degree in Computer Science, Information Technology or related discipline 
  • Start-up experience is a plus 

Desired Technical Skills  

  • Experience with virtualization technologies such as VMware ESXI, Xen, KVM, Azure, AWS cloud 
  • Understanding of firewalls, load balancers, routers, and moderately complex network topologies, Proxy, Reverse Proxy, DNS, AD, LDAP, Group policy, GPOs, Exchange Server(setup/trouble-shooting) 
  • Understanding of SSOs, such as Okta, PingOne, Microsoft Azure AD/ADFS 
  • Understanding of SAN and NAS technologies (iSCSI, NFS) 
  • Knowledge of Box and Dropbox  

What you will get 

  • Great team and growth-oriented environment 
  • Freedom to be creative and make a difference 
  • Extremely competitive compensation package 
  • Excellent benefits 
 

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