Technical Support Manager FireEye
Join one of the hottest and fastest growing network security start-ups in Silicon Valley. FireEye is backed by pre-eminent investors Sequoia Capital, Norwest Venture Partners and Juniper Networks and is experiencing explosive growth as it redefines the $20B+ security landscape to combat the next generation of cyber-attacks.
FireEye has been profiled in Businessweek, Forbes, The Wall Street Journal and on Bloomberg TV and recently won Deloitte?s Technology Fast 500 award for the 4th fastest growing tech company in North America. FireEye is well on its path to an IPO as it continues to transform the security industry with its unique technology to stop advanced cyber-attacks. FireEye?s customers are the best of the best in every industry around the world, including the top hi tech, financial services and manufacturing companies and the leading government agencies. Join the team that is protecting the world from the next generation of cyber-attacks.
Manages/directs support operations for the company in a designated region. This includes managing the activities of in-house, field and on-site Support engineers. The individual will also interact with customers at both a tactical and a strategic level, as well as participate in regular service review meetings with customers within the designated region (and beyond if required). The individual will be expected to actively participate in the planning and strategic reviews of the FireEye support service offerings.
Establishes departmental operational objectives and work plans, and delegates assignments to team. Objectives and metrics will need to be established to determine the success of operation. Additionally, this function is involved in developing, modifying and executing company policies that affect immediate departmental operations(s) and may also have a company-wide effect. Collaborates with peers on improving worldwide support process and procedures and provides input to other departments on applications that affect support delivery.
Assists with customer escalations and formal responses for such escalations. This includes assisting in the definition and development of support strategies, processes and roles, ensuring customer satisfaction and arranging appropriate resources. Works with Senior Support Management to identify and report on standard support metrics, including product quality metrics based on customer issues.
Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives, as well as an understanding of company interdepartmental relationships and responsibilities. Implements strategic policies and decision making skills when selecting or recommending methods, techniques, and evaluation criteria for obtaining results to defined departmental objectives. Establishes and assures adherence to budgets, schedules, work plans and performance requirements.
Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers. Requires the ability to be flexible, change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship.
Manages/directs the activities of two or more sections or departments through subordinate managers who exercise full supervision in terms of budgeted costs, methods, and staffing. In some instances this manager or director may be responsible for directly managing the staff function and may not have subordinate managers.
To oversee the technical support function of engineers, technicians and company customers who are diagnosing, troubleshooting, and repairing:
Sophisticated computer appliances;
Supervise engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning appliances or software. Ensure team goals and expectations are met.
Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues.
Ensures that technical support engineers are current with the latest upgrades and/or new releases, and product training.
Will be involved in customers? service reviews or QBRs, and recommendations for onsite activities and customer training programs.
Selects, develops and evaluates personnel to ensure the efficient operation of the function.
Participate in a 24x7 worldwide ?manager on duty? on-call roster.
Assist with customer escalations, interfacing with customers to establish, document and complete specific problem situations to acceptable standards. Assembles chronology of the escalated issue maintaining a strong sense of urgency and dedication to bring customer issues to completion within appropriate time frames.
Agrees on and documents closure criteria for customer escalations with the customer.
Works with Support management to record and extract CRM data to analyze product reliability.
Required Qualifications and Skills
Bachelor and/or post graduate qualifications in IT and/or management or equivalent experience, plus 10+ years professional IT experience.
Formal management training, plus experience leading a team of professional Technical Support or IT staff.
Experience in providing or participating in the delivery of support services.
Excellent verbal and written communication skills (English), experience writing technical reports and procedural documentation.
Excellent people management skills, including career development leadership and mentoring.
Strong customer service skills and management.
Strong customer focus to service delivery.
Ability to be flexible in the approach of support service delivery.
To be able to prioritize tasks and delegate appropriately.
To be able to provide technical problem solving leadership to staff.
Desired Qualifications and Skills
Experience in technical support or IT service delivery, particularly with security and network applications.
Experience in managing vender support services.
Experience in an IT vendor role.
Technical background, preferably in security and/or carrier services.
||Salt Lake City, UT |