Technical Support Manager

28 Minutes ago • 5 Years +

Job Summary

Job Description

Trellix is seeking a Technical Support Manager to lead and manage a team supporting cybersecurity products. This role involves ensuring high-quality service delivery, customer satisfaction, and operational excellence. The manager will oversee support engineers, drive process improvements, act as a key escalation point for complex technical issues, and collaborate with product, engineering, and customer success teams to enhance product and service offerings.
Must have:
  • Lead and manage technical support team for cybersecurity products.
  • Ensure high-quality service delivery and customer satisfaction.
  • Oversee daily technical support operations for DLP, Drive Encryption, Database Security.
  • Resolve customer inquiries, incidents, and escalations promptly.
  • Act as escalation point for complex technical issues.
  • Develop and refine support processes and best practices.
  • Monitor KPIs and SLAs for service quality.
  • Collaborate with product, engineering, and QA teams.
  • Ensure team training on cybersecurity best practices.
  • Lead or participate in incident response activities.
  • Bachelor’s degree in Computer Science, IT, Cybersecurity, or related field.
  • 5+ years of technical support experience.
  • 3+ years in a leadership or management role.
Good to have:
  • Cloud security experience
  • SSO experience
  • Authentication experience
  • REST APIs experience
Perks:
  • Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

Job Details

About Trellix:

Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work. Our comprehensive, GenAI-powered platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions. We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at https://www.trellix.com/

Role Overview:

Lead and manage the technical support Team for cybersecurity products, ensuring high-quality service delivery, customer satisfaction, and operational excellence. Oversee a team of support engineers, drive process improvements, and act as a key escalation point for complex technical issues, while collaborating closely with product, engineering, and customer success teams

About Job

  • Team Leadership & Management
  • Lead, mentor, and develop a team of technical support engineers, including hiring, training, and performance management.
  • Foster a customer-centric and collaborative team culture.
  • Plan staffing and scheduling to ensure adequate support coverage.
  • Customer Support Operations
  • Oversee day-to-day technical support operations for cybersecurity product lines (DLP, Drive Encryption, Database Security ).
  • Ensure prompt and effective resolution of customer inquiries, incidents, and escalations, maintaining high levels of customer satisfaction.
  • Act as a point of escalation for complex or high-impact customer issues, providing hands-on technical guidance.
  • Process Improvement & Performance
  • Develop, implement, and refine support processes, policies, and best practices to drive efficiency and service quality.
  • Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs), identifying areas for improvement.
  • Build and maintain a knowledge base for common issues and solutions.
  • Cross-Functional Collaboration
  • Work closely with product management, engineering, and QA to relay customer feedback, influence product improvements, and resolve recurring technical issues.
  • Participate in product launches, customer onboarding, and training initiatives.
  • Cybersecurity & Incident Response
  • Ensure support team is trained on cybersecurity best practices and product security features.
  • Lead or participate in incident response activities, including detection, containment, and communication during security events.

About you

  • Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or related field.
  • 5+ years of technical support experience, with at least 3 years in a leadership or management role.
  • Strong knowledge of cybersecurity concepts, products, and industry standards (experience with cloud security, SSO, authentication, and REST APIs is highly desirable).
  • Proven ability to manage and develop high-performing technical teams.
  • Excellent troubleshooting, communication, and customer service skills.
  • Experience with support tools like Salesforce ,Jira and process automation.
  • Experience in a cybersecurity product company or supporting SaaS security solutions.
  • Relevant certifications (e.g., CISSP, CompTIA Security+, ITIL).
  • Experience in incident response and crisis management.
  • Strong analytical and process-oriented mindset.
  • Technical leadership and mentoring
  • Customer-focused problem solving
  • Process improvement and KPI management
  • Cross-functional collaboration
  • Strong written and verbal communication

Company Benefits and Perks:

We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

About Us

Trellix is a global company redefining the future of cybersecurity and soulful work. The company’s comprehensive, open and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at  https://trellix.com.

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About The Company

Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 53,000 business and government customers. More at https://trellix.com.

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