Technical Support Team Lead (Remote)

About Us: We are a highly successful and rapidly growing technology company of over 900 dedicated professionals committed to making a difference in the world of data security. Organizations of all sizes utilize our products to protect their business-critical data and personal information of their customers and employees from cyber-attacks and data breaches. Founded in 2006, with over 18 years of expertise in the field, Netwrix continues its market expansion via innovation, rapid organic growth, and to-date over 9 key acquisitions. The company is also backed by the leading private equity firm TA Associates.

Netwrix is headquartered in Frisco, Texas, and has regional offices in the U.S., the UK, France, Germany, and Pakistan. Due to the pandemic, we have all moved to home offices and have remained remote ever since. We prioritize maintaining a balanced work-life balance, ensuring our team members can thrive both professionally and personally.

Technical Support Team Lead

As a Technical Support Team Lead, you will lead a team of Technical Support Engineers, ensure customer satisfaction, an manage employee development, performance, and process improvement. You’ll need to possess a comprehensive understanding of our products and demonstrate empathy in resolving customer problems. We are in search of a proactive, customer-focused individual who is not only a standout team player but also exhibits creativity, urgency, and a strong sense of ownership.

What you will be doing:

Manage and lead a team of technical support engineers, ensuring they are delivering high-quality technical support and meeting customer service targets

Develop and implement processes and procedures for technical support, ensuring that they are effective, efficient, and scalable

Provide professional develop and coaching to technical support engineers to provide world-class support to customers

Monitor and analyze customer feedback to identify trends and issues, and develop plans to address them

Understand technical support performance

Work with the Technical Support Manager to design and implement programs to improve KPIs

Collaborate with other teams, including Sales and R&D, to ensure effective communication and customer satisfaction

Please contact your manager if you are interested in pursuing this opportunity.

Key Skills:

Minimum 5 Years Experience Leading a Technology Team

Minimum 5 years experience leading a customer service team

Manage employee performance and development

Strong technical aptitude and exceptional communication skills

Passionate about providing world class support in every customer interaction

An empathetic mindset with the drive to advocate for our customers

Ability to manage escalated or sensitive customer issues

Experience and desire to work cross-functionally

Team and goal oriented

Basic to moderate level knowledge of the following:

Active Directory

Microsoft Azure Services

Windows Server Administration

Networking troubleshooting

PowerShell Scripting

Microsoft SQL Server

Local Security Policy

Digital Certificate Management and Deployment

Network Storage Solutions including Dell EMC and NetApp

Experience with Netwrix products is a plus

ITIL certification is a plus