Job duties and responsabilities

Provide first level supervision to a group of Level 1 and Level 2 support engineers, managing workload, response, resolution and quality.  Monitor and manage support engineer queues and escalate issues as necessary.  Ensure SLA´s are honored and premium support accounts are managed properly.  Perform case reviews and provide 1:1 monthly feedback to the team ensuring there is continuous improvement.   Highlight areas of improvement and recommend changes in methods, processes and tools.  Monitor and manage operational and customer satisfaction metrics to meet organizational goals.  Ensure TAC engineers have the proper training, tools and environment according to business needs in order to have full technical support coverage.  Handle manager escalations and follow up on customer satisfaction surveys.  Build and maintain strong relationships with the sales teams.  Recruit, hire and retain engineers for the assigned support center, so the support processes can continue.  Maintain a great working atmosphere that allows personal and professional development to each one of the team members.  Define, document, enforce and enhance processes that speed up the resolution times from a customer services stand point.  Define, document, enforce and enhance processes that allow better visibility to how support is contributing to customer service satisfaction.  Collaboratively work with peers within Latin America and AMER region, in order to work on initiatives which can help to give better service to our customers, partners and the security community in general.  Manage relationships with customers, partners and corporate organizations to enhance technical support processes and drive customer satisfaction.  Give proper follow-up to escalations, high priority tickets or potential issues promptly in advance, so the assigned TAC engineer can be aware and proactively work on the next step.  Pinpoint high visibility accounts and take proactive measures towards customer satisfaction.  Establish, document and enforce processes that allow higher efficiency and productivity.  Align strategies to proactively avoid potential issues in any of the post-sales processes established.  Constant follow up to processes making sure they are maintained properly.  Generate reports to monitor team and individual engineers KPI´s, SLA´s and metrics.

Qualifications (education, experience and certifications)

Bachelor / Engineering degree on Computer Science, Electronics or Telecommunications granted by a University recognized by the local Education System and/or Education Authority in the USA or Mexico. 

Must have a valid working visa/permit for the site you are applying and no restrains to travel to Canada, USA and Mexico.

Knowledge, skills and abilities

Typically requires a minimum of 5-8 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience. Ability to think creatively to develop new solutions to problems.  Ability to align support to customer service processes.  Ability to create a vision, establish a plan, and ensure plan execution through success.  Ability to coach others.  Experience in a technical support role in a networking/security company or equivalent education.  Strong analytical skills; troubleshooting and/or problem solving.  Demonstrated leadership skills.  Previous direct customer interaction, preferably in a supervisory role. Experience as a technical support manager is a plus.  Full knowledge of all relevant business policies and practices.  Strong ability to energize and lead others.  Ability to handle conflict situations.  Previous experience leading teams is a must.  Bilingual: Strong oral and written communication skills, both in Spanish and English. Ability to speak Portuguese is a plus.  Flexible work schedule.  Good technical knowledge on computer networks and Internet security  Excellent organizational skills.  Adaptable and flexible, operating in a fast-paced, dynamic environment.  Ability to work and take quick decisions under pressure.  Willing to travel around 20% of the time.