Technical support team lead

7 days ago


Singapore Tekfen Ventures Full time

Description
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 (XIo T). 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 Io T 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 Saa S 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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