Team Leader - Advanced Support Engineer

The incumbent will be in charge of the APAC Diamond Services team and ensure that the customer experience delivered to our VIP customers are of the highest standards and aligned to our company values. This role would suit an experienced leader with an excellent track record in driving business forward by building a talented team, creating positive experiences and highest service level to Check Point customers. The incumbent will be part of a Global Service organization and functionally cohesive with the India TAC Leadership team and a key contributor towards business growth in the cybersecurity service industry.

Major Responsibilities

The objective of the Team Manager is to provide team leadership and the highest level of customer service to Check Point’s worldwide client base.

• Ensure that the highest level of customer satisfaction is met at all times through defined practices and policies. Facilitate and participate in customer conference calls and all areas of managing customer interactions.
• Ensures management of customer expectations, resolution of technical issues in a timely manner and high-quality of service by his/her team.
• Lead staff to meet their target objectives through continual communications and metric reviews.
• Formulate staffing requirements, employee development, training needs, coaching and counseling, etc. to ensure that direct reports have the skill and knowledge base to undertake job responsibilities and develop career paths.

Desired Background

• Previous management experience in a technical role is preferred. A trusted people leader with a proven track record in building and leading a high-performing technical support team.
• 10+ years of relevant technical work experience.
• 8+ years of relevant experience working in a TAC environment. Past experience working as a Technical Account Manager (TAM)/Hi-Touch Support/CFTS Engineer or similar Technical Role that handles account based support models is a Must.
• 3+ years of Check Point or IT security experience preferred.
• General knowledge and understanding of networking and security.
• Knowledge of common operating systems.
• Ability to manage multiple tasks and priorities.
• Pragmatic communicator - Strong verbal, written and interpersonal skills.
• Ability to write business objective reports and customer presentations.
• Business savviness and collaboration with Sales to promote service.