Technical Support Leader

At Securonix, we’re on a mission to secure the world by staying ahead of cyber threats, reinforcing all layers of our platform with AI capabilities. Our Securonix Unified Defense SIEM provides organizations with the first and only AI-Reinforced solution built with a cybersecurity mesh architecture on a highly scalable data cloud. Enhanced by Securonix EON’s AI capabilities, our innovative cloud-native solution delivers a seamless CyberOps experience, empowering organizations to scale their security operations and keep up with evolving threats. 

Recognized as a five-time leader in the Gartner Magic Quadrant for SIEM and highly rated on Gartner Peer Insights, our award-winning Unified Defense SIEM provides organizations with 365 days of ‘hot’ data for rapid search and investigation, threat content-as-a-service, proactive defense through continuous peer and partner collaboration, and a fully integrated Threat Detection, Investigation, and Response (TDIR) experience—all within a single platform. Built on a cloud-native architecture, the platform leverages the Snowflake Data Cloud for unparalleled scalability and performance.

Securonix is proud to be a cybersecurity unicorn and featured in CRN's 2024 Security 100 list. Backed by Vista Equity Partners, one of the largest private equity firms with over $100 billion in assets under management, we have a unique advantage in driving innovation and growth. With a global footprint, we serve more than 1,000 customers worldwide, including 10% of the Fortune 100. Our network of 150+ partners and Managed Security Service Providers (MSSPs) enables us to deliver unmatched security solutions on a global scale.

At Securonix, we are driven by our core values and place our people at the heart of everything we do:

• Winning as One Team: We work together with universal respect to achieve aligned outcomes
• Customer Driven Innovation: We innovate to stay ahead of the market and create value for our customers
• Agility in Action: We embrace change and are unified in our purpose and objectives amidst change

POSITION SUMMARY:

As the Leader of Technical Support, you will build the organization for the future while leading all aspects of its day-to-day operations with accountability for delivering against its respective SLAs and KPMs.

The Technical Support team is tasked with delighting our customers through an entirely new support experience with our product. Our team has the opportunity to directly engage with customers to understand their needs both from a product and overall support experience.

 
POSITION RESPONSIBILITIES: 

• Build out, lead, and inspire your team to deliver an extraordinary user and customer support experience.
• Design and develop a strategy, success metrics, and execution plan. 
• Work closely with Product Engineering on bug fixes.
• Determine priorities for the team and balance with Customer and company requirements.
• Deliver key customer and market insights, export insights, and find innovative ways to drive impact across the global Customer Experience team.
• Set direction for our support strategy by building cross functional relationships with EPD, Security, Sales, and external vendors.
• Analyze data insights across transnational customer satisfaction, QA performance, NPS detractors and support escalations.
• Demonstrate strong communication and influencing skills, when working with global virtual cross functional internal and external partners.
• Manage a team of Support Engineers that focus on very technical product support tickets such as debugging, API and application integrations.

REQUIRED SKILLS:

• 4+ years as a manager, director or leader of a Technical Support Team.
• A track record of developing complex operations and global projects with cross-functional partners including Engineering, Product and Security. 
• You are a tenured leader in DevOps, Software Development, or Application integrations with a strong   background leading high-performing, cross-functional teams to deliver an excellent Customer Experience.
• You enjoy crafting creative solutions to drive positive results in customer satisfaction.
• Strong analytical and project management skills, with experience building and implementing strategies for a Global Support Engineering function.

BENEFITS:

• Our medical insurance is with Cigna as we offer 4 plans to choose from. Our vision and dental insurance are both PPO plans.
• Securonix pays for your STD, LTD and Basic Life AD&D benefit.
• Securonix also provides you access to the Employee Assistance Program (EAP) at no cost. This program, available through Mutual of Omaha, provides professional, confidential telephonic or face-to-face counseling services to you and your loved ones.
• With our 401(K) you are eligible to participate the 1st of the month, following 60 days of employment.
• At Securonix we offer a Flexible Time Off plan, please speak to one of our Talent Attraction Specialists for details.

Securonix is an equal opportunity employer committed to fostering an innovative, inclusive, diverse and discrimination-free work environment. Employment with Securonix is based on merit, competence, and qualifications. It is our policy to administer all personnel actions, including recruiting, hiring, training, and promoting employees, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability, marital status, veteran status, or any other legally protected classification in accordance with applicable federal and state laws. Consistent with the obligations of these laws, Securonix will make reasonable accommodation for qualified individuals with disabilities.

Furthermore, as a federal government contractor, Securonix maintains an affirmative action program which furthers its commitment and complies with recordkeeping and reporting requirements under certain federal civil rights laws and regulations, including Executive Order 11246, Section 503 of the Rehabilitation Act of 1973 (as amended) and the Vietnam Era Veterans' Readjustment Assistance Act of 1974 (as amended).

As part of our compliance with these obligations, Securonix invites you to voluntarily self-identify as set forth below. Provision of such information is entirely voluntary and a decision to provide or not provide such information will not have any effect on your employment or subject you to any adverse treatment. Any and all information provided will be considered confidential, will be kept separate from your application and/or personnel file, and will only be used in accordance with applicable laws, orders and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement purposes