Technical Support Team Lead

Tampa, FL

The Technical Support Team Lead provides hands-on leadership for OPSWAT’s Customer Success team based in Tampa—acting as both a player and a coach. The specialists and engineers on this team are responsible for all aspects of customer technical support as listed below.

OPSWAT prides itself on providing great customer support. This is a differentiator for OPSWAT versus our competitors. As such, the ideal candidate will share a passion for providing excellent customer support. At the high-level, this position requires an interest in helping customers apply our technology, the capability to deal with a range of highly technical customers, the creativity to lead customers to alternative solutions to accomplish their goal and the ability to mentor and lead junior staff in these same areas. Our customers are expert security and network professionals, they know their “stuff” and are responsible for all size networks up to tens of thousands of users, and therefore, they have high expectations we must live up to.

What you will be doing

  • Hands-on direction of Customer Success ensuring issues are quickly and efficiently addressed to the satisfaction of the customer.
  • Guide the teams in collecting and monitoring key performance metrics and the necessary process changes required to drive improvement. Examples include:
    • Actively ensuring new cases are prioritized correctly as they enter.
    • Ensure tickets progress with timely responses.
  • Guide these teams cross-functionally as they interface with the rest of OPSWAT to:
    • Ensure customer issues are properly escalated to the extended team[s] as required. Escalation refers both to P1’s and issues where the customer is experiencing frustration and needs an ‘All Hands Approach’ to resolve.
    • It’s critical to develop and maintain strong working relationships with Networking, Development and Deployment for quick and smooth resolutions with customers.
    • Provide input to release planning to help prioritize, define, and review planned product and services improvements.
    • Work with the QA, the development team, and early adopters from the customer base to ensure the smooth release of new versions of the solution.
    • Ensure executive management is kept appraised of any emerging risks, metrics, and progress toward communicated goals.
  • Own the technical development of the team members—help ensure team members know what they need to know to resolve technical issues.
  • Provide professional development for providing excellent customer service, including understanding the business impact, how messages are delivered, guiding customers to ask the right questions.
  • Update on-call duty roster on a quarterly basis, and ensure the off-hours incidents are handled promptly.

What we need from you

  • BA/BS in Computer Science/Engineering or equivalent experience.
  • Excellent written and verbal communication skills.
  • 3+ years’ experience leading teams focused on software support and/or service.
  • 6+ years’ total experience in a support or services role assisting customers in the deployment or operation of an enterprise software solution.
  • Technical background including:
    • Networking and network management (CCNA a plus).
    • Linux operating system.
    • Linux server life-cycle management.
    • Relational databases.
    • Security best practices and an understanding of related software and appliances.
  • Experience with issue tracking and CRM software such as Jira Service Desk and Salesforce.
  • Experience in a sales-facing support role a plus.
  • Bilingual knowing English and Spanish is a plus.

Interested in this position?

To apply for this position, please send your resume and cover letter to us via JobScore. Special consideration will be given to those candidates whose cover letter indicates that they have viewed our website. Please, no drop-ins, calls or faxes.