Manager of Product Support Engineering, Fortanix

• 5+ years of demonstrated success in leading technical product support or operations teams, with a combined 10+ years of comprehensive IT experience
• Strong technical background in Infrastructure, Networking, DevOps and Security
• Hands-on experience with product integrations and troubleshooting complex technical issues
• Expertise in managing 24x7 support functions with a customer-first approach
• Demonstrated ability to drive process automation and improve support workflows
• Strong project management skills with a track record of successful cross-functional collaboration
• Excellent mentorship skills, with the ability to inspire and upskill team members
• Experience working in a SaaS or B2B technology environment
• Familiarity with customer support tools like Zendesk, Jira, or similar platforms

Desirable

• Our team includes industry leaders and cryptography experts, creating a culture of trust, innovation and collaboration where every voice is valued
• At Fortanix, we are redefining cloud security
• Our software platform enables customers to build and run applications more securely than ever before
• We are seeking a highly skilled, customer focused and hands-on technical professional to lead and manage a high-performing global technical support team at Fortanix
• This role is crucial in ensuring our customers receive world-class technical support and seamless product integration
• You will manage a global team of Product Support Engineers and work closely with other departments, including Customer Success Managers, Engineering, and Product, to drive customer satisfaction and operational excellence
• This pivotal role involves ensuring 24x7 customer support, driving efficient issue resolution, and mentoring the team to consistently deliver exceptional service
• People Management: Lead, mentor, and grow a team of skilled support engineers, fostering a culture of excellence and collaboration
• Technical Expertise: Provide hands-on technical guidance in troubleshooting, automation, and resolution of complex customer issues
• 24x7 Support Operations: Oversee the implementation and execution of a 24x7 support function, ensuring SLA adherence and continuous customer satisfaction
• Project Management: Manage cross-functional projects, aligning support initiatives with product and engineering teams to address customer needs
• Operational Excellence: Establish and track KPIs for the team, identify opportunities to improve workflows, tools, processes, promote a culture of continuous learning and knowledge sharing
• Troubleshooting and Automation: Drive efficiency by implementing automated processes for faster issue resolution and minimizing repetitive tasks
• Customer Advocacy: Act as the voice of the customer, collaborating with product and engineering teams to prioritize features and fixes