Manager, Technical Support APJ
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Job Location:
Monthly Salary:
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
What are we looking for
SentinelOne is looking for a Manager Technical Support to join our Global Technical Support organization. The Manager Technical Support will report to the Senior Manager of Support and Services and lead a team of Technical Support Engineers across the APJ region.
What will you do
- Ensure excellent customer service is provided through all channels
- Reduce customer effort by optimizing troubleshooting iterations promoting supportability enhancements and acting with the voice of the customer
- Own escalations engage customers directly and follow up until mitigation/resolution
- Monitor quality KPIs to address concerns quickly and effectively
- Manage resources efficiently to deliver all assignments especially resiliency and ability to support all assigned products
- Mentoring and coaching of managers and engineers
- Conduct weekly 1x1 meetings with direct reporters and skip-level meetings with individual contributors in the group
- Recruit and promote talents
- Collaborate with HRBP/People Organization to manage career path maintain employees well-being and recognize outperformers
- Ensure knowledge & skills gaps are addressed in a timely manner
- Promote initiatives to improve performance at all levels
- Drive continuous improvement through debriefs and enrichment activities
- Ensure Performance Improvement Plans are set and executed with low performers
- Demonstrate a can-do approach and assist colleagues from different teams/organizations
What skills and knowledge should you bring
- Bachelors degree with at least 5-8 years of experience in a customer-facing role and at least 3years of experience in managing Technical Support teams
- Experience with Call Center technology including ACD workforce management agent productivity tools and quality management tools
- Excellent verbal and written communication in English
- Innovative approach strong self-awareness
- Network or Endpoint Security background
- Knowledge of cybersecurity & vulnerabilities
- Experienced with cloud technologies
- Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
- Experience with support tools including ticketing and knowledge management
- Exceptional analytical strategic and problem-solving skills
- Candidates who are based in Sydney would be highly preferred.
Why us
You will be joining a cutting-edge company where you will tackle extraordinary challenges and work with the very best in the industry.
- Health Insurance
- Industry-leading gender-neutral parental leave
- Paid Company Holidays
- Paid Sick Time
- Employee stock purchase program
- Employee assistance program
- Cell phone/wifi allowance
- Numerous company-sponsored events including regular happy hours and team-building events
Required Experience:
Manager
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
A group of defense and intelligence experts saw savvy attackers compromising endpoints seemingly at will. Traditional approaches failed to provide sufficient protection. They founded SentinelOne to develop a dramatic new approach to endpoint protection. It’s one that applies AI and ma ... View more
