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
Apply now