Technical Support Team Leader
Location
Palo Alto, CA | United States
Job description
Location: Remote- USA- East & Central
Noname Security, founded in 2020, is rapidly growing with more than 200 team members globally, and only a year out of stealth, the company is the first API Security Unicorn, at $1B valuation and $220M in total financing. Noname Security is also one of the fastest-growing cybersecurity companies ever. Our mission is to reduce the risk of API security vulnerabilities and cyber-attacks. Our API Security Platform is an out-of-band solution that doesn’t require agents or network modifications and offers deeper visibility and security than API gateways, load balancers, and WAFs. No one addresses the API security challenge like Noname.
The Technical Support team at Noname is hiring motivated individuals seeking to be at the center of attention from a customer+technical perspective. As the team who facilitates many interactions with our customers, you will take on the critical mission of resolving complex technical issues while ensuring customer satisfaction.
Responsibilities:
- Recruit, lead and manage a team of 4-6 customer support engineers to ensure efficient and effective resolution of customer technical issues
- Set performance goals and KPIs for the customer support engineer team, and regularly review and assess team performance to ensure goals are met or exceeded.
- Conduct regular team meetings to discuss progress, address concerns, and foster collaboration, while ensuring effective communication between team members and across departments.
- Handle escalated customer complaints or issues that require a higher level of expertise or authority, and act as the point of contact for key customer accounts.
- Develop, implement, and improve technical support documentation and processes
- Coach and mentor team members to enhance their technical and customer service skills
- Collaborate with other departments to ensure a seamless customer experience and the continuous improvement of support services
- Troubleshoot and resolve complex technical issues in a timely and efficient manner (Tier 1-2)
REQUIREMENTS
- Bachelor’s degree in Computer Science or a related field (or equivalent)
- 4-5 years of previous experience in a technical support role, with at least 2 years in a leadership or supervisory position (preferably in a startup or similar high-paced environment)
- Excellent problem-solving skills and the ability to think critically and logically
- Strong communication and customer service skills, including the ability to explain technical concepts in a clear and concise manner
- Proven experience in managing and developing a team to ensure high-quality of service
- Ability to work well under pressure and handle multiple tasks at once
- Understanding of cloud environments, including hands-on experience with at least one major cloud provider (AWS, Azure, GCP)
- Strong understanding of Kubernetes concepts and architectures. Must be adept at navigating and troubleshooting within Kubernetes clusters using the CLI
- Experience with Linux distributions (Ubuntu & Redhat)
- Experience with writing SQL queries, Datadog monitoring, Jira ticketing / service desk
- Knowledge of APIs and web applications, Cybersecurity principles and best practices, including security protocols, network security, and risk assessment
NICE TO HAVES
- Experience in developing and conducting training programs for customer support staff
- Familiarity with additional programming languages, tools, or frameworks related to customer support and software development
- Previous experience working in startup companies
This is a full-time remote position with a salary range of $160,000 to $200,000, plus a generous benefits package including unlimited PTO! The pay offered will be determined by factors such as experience, skills, training, certifications, and education. Decisions will be determined on a case-by-case basis. Candidates for this role must be US Citizens or Green Card Holders located in the US .
Job tags
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