Technical Support Manager

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Description

As a Support Manager based in Australia, you will be responsible for hiring, mentoring, and managing a team of support engineers focused on delivering exceptional customer service, driving data‑driven improvements, and fostering a high‑performing, customer‑centric culture. Reporting to the Director of Support, you will play a key role in building and shaping the Romanian support centre, ensuring alignment with Armis’ operational standards and ongoing commitment to service excellence.

Department: Customer Team

Location: Australia

What You’ll Do

• Lead and mentor technical support engineers, assigning tasks and ensuring efficient issue resolution.
• Support, coach, develop, and lead a team of technical support engineers to deliver world‑class service.
• Motivate team members and address challenges that may arise in daily operations.
• Identify areas for training and skills development to continuously improve team capability.
• Communicate organizational goals, priorities, and business needs to ensure clear expectations across the team.
• Monitor daily activities, including backlog management and workload distribution, ensuring SLA adherence and operational efficiency.
• Drive the Technical Support team to achieve high customer satisfaction and success, measured through defined KPIs and performance goals.
• Maintain a deep understanding of Armis products, solutions, and technical environments to provide guidance and subject‑matter expertise.
• Provide managerial oversight and serve as an escalation channel for internal and external customers.
• Implement Knowledge‑Centered Support practices to capture, share, and leverage knowledge for faster, higher‑quality resolutions.
• Partner closely with Customer Success, Product Management, Program Management, and Engineering to develop and refine support processes and influence product quality.
• Develop, communicate, and enforce team policies, procedures, and operational standards.
• Review case updates from team members, providing coaching and feedback to improve communication and case handling.
• Conduct customer follow‑ups and survey reviews to ensure feedback is addressed and service excellence is maintained.

What we expect

• 10–15 years of technical experience in IT, networking, or cybersecurity environments.
• 5+ years of proven management experience leading technical or customer support teams.
• Strong understanding of network protocols (TCP/IP, routing, switching).
• Expertise in network security technologies, including firewalls, IDS/IPS, and VPNs.
• Experience with security best practices, frameworks (such as NIST, CIS, etc), and compliance standards.
• Experience with cloud platforms (AWS, Azure, or GCP).

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Computer and Network Security

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