Head of Support

The position:

We are looking for a talented and experienced Technical Head of Support. In this role, you will mentor and lead our growing technical support and NOC engineering teams, and oversee all of Trigo’s Israel-based global support activities, while collaborating effectively with internal cross-functional teams. 

A day in the life:

• Manage several support teams, from tier 1 to tier 3
• Manage day-to-day operations and provide support and guidance for the technical support teams and managers
• Be responsible for defining, implementing, and managing processes related to technical escalations both from customers and internal teams
• Own the internal interface between the technical needs of the business and the R&D team
• Define and implement methods, procedures, tools, and policies to ensure that high-quality service is delivered to customers
• Strong ability to prioritize and multi-task in a fast-paced environment
• Act as the main point of contact for customer technical escalations and drive resolution
• External customer support for cloud and on-premises technologies and processes
• Plan and execute annual and quarterly roadmaps
• Build a roadmap for the teams’ expansions and a global support expansion plan

You bring to the table:

• At least 8 years of proven experience in managing technical support/solution/technical operations teams including: hiring, performance management, team motivation, risk management, mentorship, and career progression
• Hands-on technical support experience and managing high profile customers 
• Proven experience in managing team leaders and managers
• Global experience in supporting enterprise customers 
• Ability to oversee teams operating 24/7
• Deep knowledge of Linux-based systems (Ubuntu) 
• Able to handle complex configurations
• Knowledge of network devices and protocols 
• Excellent analytical and problem-solving skills 
• Customer-oriented with excellent interpersonal skills 
• Excellent English - verbal and written