Your CareerIt’s not about making a sale. It’s about providing the most secure environment for our customers’ digital transactions. In this role, you’ll continue building on our mission by helping secure our clients’ environment and ensure their repeat business and future endorsement. You will be in charge of leading a technical support team that will help identify and fix complex issues in our established clients’ networks, while handling critical issues through your team’s support. You’ll be responsible for the daily operations of your team to ensure they achieve their goals while meeting the needs of the customers. Your Impact:Operational Leadership and Team Management:Guide the daily activities of a team of Designated Support Engineers, ensuring alignment with company goals and objectives. Provide the team with the necessary resources, tools, and streamlined processes for sustained performance and efficiencyMentor and guide engineers to enhance both technical expertise and soft skills. Facilitate regular training opportunities tailored to both technical and professional growth, setting clear team goals that align with broader organizational objectivesConduct annual performance reviews, providing actionable feedback and mentorship to help team members exceed expectationsTechnical Oversight and Customer Engagement:Support engineers in solving complex customer issues, effectively prioritizing, negotiating customer priorities, and setting clear expectations for outcomesProactively engage in Quarterly Business Reviews (QBRs) with customers, providing insights on support best practices and participating in business development discussions to underline the value of services offeredLead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive process improvementsStrategic Collaboration and Accountability:Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams. Work closely with the Business Operations Manager to ensure seamless service kick-offsOversee trend analysis on support cases, identifying recurring issues and collaborating with cross-functional teams to implement long-term solutionsBe 100% accountable for the customers managed within the team, taking ownership of all pre-sales and post-sales decisionsChange and Crisis Management:Spearhead change initiatives, ensuring smooth transitions and high performance through effective communication and supportAnticipate and proactively manage escalations at the case and account levels using AI-driven insights and prediction modelsProvide weekend and holiday on-call support on an as-needed basis