Technical Support Manager

Description

Management Responsibilities:

• Leading a team of support engineers and recognizing inefficiency and driving process improvement to enhance the productivity
• Set vision and establish roadmap for new and existing support issues
• Provide technical and soft skill coaching to maintain a motivated and effective team.
• Monitoring and maintaining the team’s ability to meet or exceed the service level agreement (SLA)
• Written and verbal communication skills with the ability to describe complex information in a clear and concise manner
• Working with other departments to plan for the support of new offerings and services and improving support provided for existing ones.
• Developing and maintaining policies, procedures, and processes.
• Hiring, developing, and retaining talent.
• Reducing the instances of issues through process improvement and root cause analysis.
• Track and report on key results and initiatives being delivered by the team.
• Proven ability to operate in an entrepreneurial and dynamic, fast paced situation, successfully handle multiple priorities and possess a high level of discipline and professionalism
• An entrepreneurial spirit with the ability to drive innovation independently
• Time management and prioritizing skills with the ability to lead multiple projects simultaneously
• Test and troubleshoot new and existing hardware, software, and firmware developed for the data security and encryption industry
• Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.
• Become a trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries and fix maintenance.
• Responding to inquiries, escalations, and establishing partnerships with customers.
• Understand industry-specific APIs and protocols used when interfacing with external systems
• Contribute to knowledge base by creating and helping to manage documentation.
• Find solutions for customers with a wide range of issues including answering how-to questions, trouble-shooting defects, performance issues and collaborating across Futurex departments to resolve problems.

Technical Responsibilities

• Test and troubleshoot new and existing hardware, software, and firmware developed for the data security and encryption industry
• Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.
• Become a trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries and fix maintenance.
• Responding to inquiries, escalations, and establishing partnerships with customers.
• Understand industry-specific APIs and protocols used when interfacing with external systems
• Contribute to knowledge base by creating and helping to manage documentation.
• Find solutions for customers with a wide range of issues including answering how-to questions, trouble-shooting defects, performance issues and collaborating across Futurex departments to resolve problems.

Requirements

Required:

• Bachelor’s degree in cybersecurity, or a technical and/or business related major
• Broad information technology background
• Strong communication skills
• Strong problem-solving skills
• Motivated, entrepreneurial mindset, with eagerness to learn
• Flexibility to assist in several different departments of the company
• Familiarity with enterprise data encryption technology, including hardware security modules (HSM); enterprise key, certificate, and PKI management solutions; and/or tokenization for PCI DSS compliance
• Experience with TCP/IP networking
• Experience with multiple architectures and platforms
• Experience with OpenSSL, Linux, scripting (Python, Perl, Bash)
• Experience with technical support, sales, or quality assurance

Preferred:

• Familiarity with enterprise data encryption technology, including hardware security modules (HSM); enterprise key, certificate, and PKI management solutions; and/or tokenization for PCI DSS compliance
• Experience with TCP/IP networking
• Experience with multiple architectures and platforms
• Experience with OpenSSL, Linux, scripting (Python, Perl, Bash)
• Experience with technical support, sales, or quality assurance

Benefits

• Health, dental, vision, life, and short/long-term disability insurance
• Paid vacation, holidays, and sick leave
• Competitive compensation and opportunities for advancement
• Complimentary gym membership
• Retirement plan with employer contribution match
• Scenic corporate campus with amenities including a tennis court, jogging trail, and putting green
• Welcoming, family-style corporate culture uniquely suited to fast-paced, entrepreneurial, and motivated individuals