About the Role

Lead a team of support engineers to resolve technical issues for enterprise customers, focusing on cybersecurity and Microsoft products. Manage customer relationships and drive product improvements. This role offers flexible remote work options.

Key Responsibilities

• People Management: Lead a team of product experts, drive accountability, and attract/retain talent.
• Response and Resolution: Manage customer relationships, act as an escalation point, and remove roadblocks.
• Readiness: Ensure team has technical skills for great customer experience.
• Product/Process Improvement: Participate in case triage, identify resources for automation/tools.
• Business Integration: Establish engagement strategy for collaboration across teams.

Required Skills & Qualifications

Must Have:

• 5+ years operational excellence, delivery management, account management, sales, or vendor management experience (or Bachelor's degree in Computer Science/IT with 3+ years experience, or equivalent).
• 1+ year of people management experience.
• Fluent English in reading, writing, and speaking.
• CyberDefender Mindset: Proactive, collaborative, customer-centric approach to cybersecurity.

Nice to Have:

• Certifications: CISSP, Comptia Security+, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent.
• Customer Service Foundations training or experience.
• 3+ years experience supporting enterprise-level premier customers.
• Experience with Exchange or Office 365 (Exchange Online) and email threat protection technologies.
• Familiarity with Microsoft Defender for Office 365 features like Safe Links, Safe Attachments.

Benefits & Perks

• Industry leading healthcare