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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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