Cyber Physical Systems Protection Manager

4 days ago


Singapore Tekfen Ventures Full time

Tekfen Ventures is expanding its Technical Support Team, and we're looking for a highly skilled Technical Support Team Lead to join our mission-critical operations. As a leader in cyber-physical systems protection, we're committed to delivering exceptional customer experiences and achieving operational excellence.

About Us

Our company is on a mission to secure cyber-physical systems across industrial, healthcare, commercial, and public sector environments – the Extended Internet of Things (XIoT). We integrate with customers' existing infrastructure to provide a full range of controls for visibility, exposure management, network protection, threat detection, and secure access. Our solutions are deployed by over 1,000 organizations at thousands of sites across all seven continents.

We're headquartered in New York City, with employees across the Americas, Europe, Asia-Pacific, and Tel Aviv. We're widely recognized as the industry leader in cyber-physical systems protection, with backing from the world's largest investment firms and industrial automation vendors. We've also been recognized by KLAS Research as Best in KLAS for Healthcare IoT Security, the Deloitte Technology Fast 500, the Forbes Cloud 100, and the Fortune Cyber 60.

About the Role

The Technical Support Team Lead will be responsible for leading our technical support teams, driving customer satisfaction, and achieving operational excellence. This includes managing first and second-tier support teams, determining KPIs, building and maintaining analytics reports, leading and guiding the team by example, investigating issues reported by enterprise customers, reproducing customer problems, and involving others on the team as necessary. The role also involves analyzing and resolving complex high-end customer problems, managing region escalations with different internal teams until resolution, and working with other departments in the organization.

Key Responsibilities:
  • Manage First and Second Tier support teams
  • Determine KPIs and meet them
  • Build and maintain analytics reports
  • Lead and guide the team by example
  • Investigate issues reported by enterprise customers
  • Analyze and resolve complex high-end customer problems
  • Manage region escalations with different internal teams until resolution
  • Work with other departments in the organization
Requirements:
  • 2+ years of experience in managing a technical support team
  • 3+ years of product support engineer experience
  • Ability to both manage the team and also troubleshoot cases hands-on
  • Familiarity and experience in the Cyber security industry – Advantage
  • English fluency – conversational, reading, and writing/typing
  • Superior interpersonal skills – we need a team player who can work autonomously when needed
  • Time management, multi-tasking, and organizational skills
  • Experience with both SaaS and On-premise product solutions – Advantage
  • Deep dive knowledge in the following domains: Linux, Networking, Database (Docker container and Python – an advantage)
  • Experience working with customer support and ticketing systems such as Jira and Zendesk
  • Ability to work in a hyper-growth company while adjusting procedures on demand


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