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Technical Support Team Lead

2 weeks ago

Singapore Claroty Full time

We’re growing and looking to hire a
Technical Support Team Lead
who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity.
About Claroty:
Claroty is on a mission to secure cyber-physical systems across industrial, healthcare, commercial and public sector environments: the Extended Internet of Things (XIoT). The Claroty Platform integrates 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.
Claroty is headquartered in New York City, with employees across the Americas, Europe, Asia-Pacific, and Tel Aviv. The company is widely recognized as the industry leader in cyber-physical systems protection, with backing from the world’s largest investment firms and industrial automation vendors, as well as recognition from KLAS Research as Best in KLAS for Healthcare IoT Security, the Deloitte Technology Fast 500, the Forbes Cloud 100, and the Fortune Cyber 60.
Responsibilities
Managing First and Second Tier support teams
Determining KPIs and meeting them
Building and maintaining analytics reports
Leading and guiding the team by example
Investigate issues reported by enterprise customers, reproduce customer problems, and involve others on the team as necessary
Analyze and resolve complex high-end customer problems
Managing region escalations with different internal teams until resolution
Working with other departments in the organization – Product, R&D, CSM, Deployment, SE, Finance, etc.
Identifying problems when they are small and solving them before they evolve.
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
Why Claroty? Our Culture and Benefits:
Claroty is a
people first company . With strong bonds amongst the team, we believe in prioritizing personal care and support over work, confident that results follow from a harmonious environment. We celebrate professional and personal successes, committed to fostering a diverse and inclusive space.
Stability : we demonstrate continued growth over the past few years, raised over $700M from top tier investors, we have top tier board members and our products are sold worldwide, over 1000 customers.
We understand the importance of maintaining a
healthy work-life balance , and encourage people to take the time they need to rest and prioritize their mental and physical health. We also provide a biannual
“ClaroBreak” , a company-wide long weekend shutdown so we can all rest, recharge and spend time with our loved ones.
We care about your development . At Claroty, we prioritize excellence and uphold high professional and ethical standards. We encourage career growth and exploration within the company, facilitated by biannual performance reviews, feedback sessions, and individual development planning, complemented by professional courses.
We believe in transparency and openness . That’s why we regularly hold company all-hands, town hall meetings, and “Coffee with the CEO” sessions. We also conduct round table sessions and employee satisfaction surveys, to keep a pulse on what matters most to our team members and make our culture the best it can be.
While we have physical offices in New York, Tel Aviv, London and Singapore, we also embrace a
hybrid working culture . This flexibility allows us to tap into a diverse talent pool and enables our team members to work in a way that suits their individual preferences and circumstances.
Claroty is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL diverse backgrounds, and special accommodations are available upon request in all selection phases.
You’re more than welcome to follow us on social media:
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