Manager, Technical Support
Job Summary
Job Description
As a Manager of Technical Support, you will lead and direct technical support teams, collaborating with Sales, Engineering, and Training. Key responsibilities include monitoring performance metrics, driving individual growth, and maintaining a customer-focused approach. You will also be involved in optimizing support processes, mentoring, coaching, and resolving critical customer issues. The role requires handling escalated customer issues, ensuring timely follow-up and resolution. This position primarily operates during night shifts, offering a unique opportunity.
Must have:
- Familiarity with IT network and security concepts.
- 3-5 years of supervisory experience.
- 5+ years of technical support experience.
- Excellent leadership skills for technical teams.
- Strong customer focus.
- Ability to build and motivate a team.
Perks:
- Voice your opinion and make an impact.
- Internal mobility - opportunities for cross-training.
- Equity, in the form of non-qualifying options
7 skills required
Job Details
Job ID 26-057
Come join our passionate team! Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed service providers worldwide trust us to protect and support them with solutions that are easy to buy, deploy, and use.
We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an employer that complies with all applicable national, state and local laws pertaining to non-discrimination and equal opportunity regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.
What will you be working on
- Familiar with technical concepts in the areas of IT network and security such as; network security, application security products: Network Firewalls, Public Cloud (AWS, Azure)
- Provide Leadership and direction to Technical Support teams, including a continuous partnership with Sales, Engineering, Training, and other parts of Barracuda Networks
- Monitor performance metrics while driving individual growth
- Maintain a continuous improvement mindset focused on the customer experience, ensuring high customer satisfaction and retention
- Optimization and standardization of support processes
- Drive the highest level of performance from the team through training, mentoring, and coaching
- Work with cross-functional teams to resolve critical issues
- Manage resources to meet team and department service level expectations
- Handle escalated customer issues, ensuring timely follow-up and resolution
What you bring to the role
- Bachelor's/master’s degree or equivalent work experience
- 3-5 years of supervisory experience
- 5+ years of progressive call centre / technical support experience
- Excellent leadership skills with the ability to interface and lead high-performance technical teams to achieve maximum results
- Strong customer focus
- Able to build, motivate and develop a team with a proven track record in technical leadership while functioning in a high-demanding "action" oriented environment
- Professionalism - Ability to function in a responsible, professional manner using sound judgment in decision making
- Able to tackle problems and take independent action, seek out new responsibilities, act on opportunities, and generate new ideas
- Prioritizes tasks to accomplish goals and objectives
- Excellent organizational, time management, and communication skills (written and verbal)
- This role primarily operates during night shifts (approximately 90%), offering a unique opportunity for those who thrive in a nocturnal schedule. This role is eligible for shift allowances.
What you’ll get from us
A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda, in addition to equity, in the form of non-qualifying options.
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