Job Description
Manager, Technical Support
United States
At Lacework, we strive to provide a supportive, collaborative environment where people are empowered to do the best work of their careers.
Our team members enjoy solving complex problems, big sky thinking, and obsess over getting the details rightall while building bonds of teamwork and friendships that last a lifetime. We love what we do and are proud of our work to secure clouds and container environments for thousands of users worldwide.
The Technical Support Engineering Group at Lacework is critical to Lacework’s mission to automate cloud security at scale so our customers can innovate with speed and safety.
Lacework is looking for a Technical Support Manager to join our Technical Support team, leading a highly technical and dedicated group of support engineers in North America. You will play a key role in ensuring the success of our customers by supporting them as they secure their cloud. This Lacer will drive knowledge and learning within their team to ensure continued development of technical and communication skills. As a primary stakeholder you will assist in projects and initiatives across the support team as we continue to scale and grow the team.
Primary Responsibilities:
- Manage a team who provide in-depth technical support to Lacework customers
- Partner closely with our customer success, sales and engineering teams to provide a world class customer experience
- Act as a player/coach within the team, supporting their needs and allowing them to get to the best resolutions for our customers
- Know the Lacework product technically enough to offer advice and interact with other technical teams
- Track progress of priority support tickets and ensure we are meeting SLA
- Provide support and guidance to your team handling and prioritizing customer escalations to ensure a timely resolution while keeping the customer informed
- Monitor team performance against KPI’s and coach team members succeed in achieving these
- Help create and prioritize the support team roadmap including larger strategic projects that need to be achieved for growth
Requirements:
- 3+ years of experience building and leading enterprise customer facing support teams.
- 5+ years of experience within customer facing enterprise support teams.
- Experience managing the lifecycle of complex customer issues and prioritizing escalations.
- Demonstrated experience with cloud computing and/or SaaS based products.
- Must have demonstrated ability to provide exceptional customer satisfaction from a support perspective
- Ability to make difficult decisions and push back to ensure a customer first mentality
- Clear and direct communication skills
Nice to have:
- Strong technical knowledge – such as scripting, coding, Unix, Windows, sql
- Experience with container and/or container orchestration technologies
- Experience in the cloud based security industry