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tcp/ip dns firewalls vpns zero trust📋 Description
- Lead and develop a team of Focal Support Engineers with accountability and technical excellence
- Oversee resolution of complex cases; act as executive contact for severe incidents regionally
- Orchestrate cross-functional RCA and preventive action with Engineering and Product
- Monitor SLA adherence and CSAT; drive process improvements and scalability
- Build strong relationships with strategic enterprise customers as trusted partners
🎯 Requirements
- 5+ years of technical support or operations experience with at least 2 years in a leadership role
- Strong technical proficiency in TCP/IP, DNS, VPNs, and firewalls
- Experience with cloud-based services or cybersecurity products such as SASE, Zero Trust, or SWG
- Proven track record of managing complex customer escalations and resolving high-impact technical issues
- Excellent communication skills for leading effectively in a fast-paced, globally distributed environment
- Prior experience supporting large-scale enterprise customers in a global follow-the-sun model
🎁 Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!
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