Technical Support Manager

Futurex • Bulverde, TX • 6d ago

Management Responsibilities:

Leading a team of support engineers and recognizing inefficiency and driving process improvement to enhance the productivity

Set vision and establish roadmap for new and existing support issues

Provide technical and soft skill coaching to maintain a motivated and effective team.

Monitoring and maintaining the team's ability to meet or exceed the service level agreement (SLA)

Written and verbal communication skills with the ability to describe complex information in a clear and concise manner

Working with other departments to plan for the support of new offerings and services and improving support provided for existing ones.

Developing and maintaining policies, procedures, and processes.

Hiring, developing, and retaining talent.

Reducing the instances of issues through process improvement and root cause analysis.

Track and report on key results and initiatives being delivered by the team.

Proven ability to operate in an entrepreneurial and dynamic, fast paced situation, successfully handle multiple priorities and possess a high level of discipline and professionalism

An entrepreneurial spirit with the ability to drive innovation independently

Time management and prioritizing skills with the ability to lead multiple projects simultaneously

Test and troubleshoot new and existing hardware, software, and firmware developed for the data security and encryption industry

Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.

Become a trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries and fix maintenance.

Responding to inquiries, escalations, and establishing partnerships with customers.

Understand industry-specific APIs and protocols used when interfacing with external systems

Contribute to knowledge base by creating and helping to manage documentation.

Find solutions for customers with a wide range of issues including answering how-to questions, trouble-shooting defects, performance issues and collaborating across Futurex departments to resolve problems.

Technical Responsibilities

Test and troubleshoot new and existing hardware, software, and firmware developed for the data security and encryption industry

Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.

Become a trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries and fix maintenance.

Responding to inquiries, escalations, and establishing partnerships with customers.

Understand industry-specific APIs and protocols used when interfacing with external systems

Contribute to knowledge base by creating and helping to manage documentation.

Requirements

Required:

Bachelor's degree in cybersecurity, or a technical and/or business related major

Broad information technology background

Strong communication skills

Strong problem-solving skills

Motivated, entrepreneurial mindset, with eagerness to learn

Flexibility to assist in several different departments of the company

Familiarity with enterprise data encryption technology, including hardware security modules (HSM); enterprise key, certificate, and PKI management solutions; and/or tokenization for PCI DSS compliance

Experience with TCP/IP networking

Experience with multiple architectures and platforms

Experience with OpenSSL, Linux, scripting (Python, Perl, Bash)

Experience with technical support, sales, or quality assurance

Preferred:

Experience with TCP/IP networking

Experience with multiple architectures and platforms

Experience with OpenSSL, Linux, scripting (Python, Perl, Bash)

Experience with technical support, sales, or quality assurance

Benefits

Health, dental, vision, life, and short/long-term disability insurance

Paid vacation, holidays, and sick leave

Competitive compensation and opportunities for advancement

Complimentary gym membership

Retirement plan with employer contribution match

Scenic corporate campus with amenities including a tennis court, jogging trail, and putting green

Welcoming, family-style corporate culture uniquely suited to fast-paced, entrepreneurial, and motivated individuals

Futurex

Go to Apply

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