Manager, Technical Support

Crowdstrike

3 - 5 years

6 - 10 Lacs

bengaluru

Posted:10 hours ago| Platform:

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Skills Required

cism endpoint security analytical wellness customer support troubleshooting continuous improvement operations technical support product support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Deliver consistent Customer Support Operational outcomes aligned with Business Objectives.
Create an open and engaging work environment with focus on continuous improvement.
Recruit, develop and build an inclusive customer focused technical talent
Own customer escalations and drive them towards a satisfactory resolution. Implement corrective actions working with relevant stakeholders.
Make timely and effective decisions, often with limited information, based off a solid understanding of security principles, business requirements and best practices
Collaborate effectively with peers and internal/external stakeholders for effective outcomes
Define, refine and implement processes, policies and systems with the goal of enhancing operations and delivering effective customer experience
Encourage knowledge sharing and innovation.
Contribute in improvement initiatives and global projects

What You ll Need:

Bachelor s Degree or equivalent with 3-5 years of people management experience leading an Enterprise Product Support team.
Strong Support operational experience in a high impact, 24x7 Product Support environment supporting Global Customers.
Proven record in identifying and developing talent.
Outstanding verbal and written communication skills
Strong technical acumen and logical troubleshooting mindset. Knowledge of Endpoint Security technologies with specializations in SIEM/SOAR, Identity Protection or Cloud Security would be a plus.
Analytical thinking with problem solving attitude and strong execution skills.
Ability to analyse data/reports and take proactive actions
Experience collaborating with global cross-functional stakeholders for an outcome
Willingness to work in Shifts/Weekends depending upon business requirements

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