Technical Support Manager
- Trellix
- 5 - 10 years
- Bengaluru
- 3 months ago
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Job Description
- Team Leadership & Management
- Lead, mentor, and develop a team of technical support engineers, including hiring, training, and performance management.
- Foster a customer-centric and collaborative team culture.
- Plan staffing and scheduling to ensure adequate support coverage.
- Customer Support Operations
- Oversee day-to-day technical support operations for cybersecurity product lines ( DLP , Drive Encryption, Database Security ).
- Ensure prompt and effective resolution of customer inquiries, incidents, and escalations, maintaining high levels of customer satisfaction.
- Act as a point of escalation for complex or high-impact customer issues, providing hands-on technical guidance.
- Process Improvement & Performance
- Develop, implement, and refine support processes, policies, and best practices to drive efficiency and service quality.
- Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs), identifying areas for improvement.
- Build and maintain a knowledge base for common issues and solutions.
- Cross-Functional Collaboration
- Work closely with product management, engineering, and QA to relay customer feedback, influence product improvements, and resolve recurring technical issues.
- Participate in product launches, customer onboarding, and training initiatives.
- Cybersecurity & Incident Response
- Ensure support team is trained on cybersecurity best practices and product security features.
- Lead or participate in incident response activities, including detection, containment, and communication during security events.
- Bachelors degree in Computer Science, Information Technology, Cybersecurity, or related field.
- 5+ years of technical support experience, with at least 3 years in a leadership or management role.
- Strong knowledge of cybersecurity concepts, products, and industry standards (experience with cloud security, SSO, authentication, and REST APIs is highly desirable).
- Proven ability to manage and develop high-performing technical teams.
- Excellent troubleshooting, communication, and customer service skills.
- Experience with support tools like Salesforce ,Jira and process automation.
- Experience in a cybersecurity product company or supporting SaaS security solutions.
- Relevant certifications (e.g., CISSP, CompTIA Security+, ITIL).
- Experience in incident response and crisis management.
- Strong analytical and process-oriented mindset.
- Technical leadership and mentoring
- Customer-focused problem solving
- Process improvement and KPI management
- Cross-functional collaboration
- Strong written and verbal communication
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Technical Operations (Tech Ops)Employement Type: Full timeContact Details:
Company: TrellixLocation(s): Bengaluru
Keyskills: rest customer service salesforce technical support troubleshooting cloud security dlp process improvement sso customer support operations service delivery technical program management operational excellence jira authentication itil
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Trellix
Trellix is a global company redefining the future of cybersecurity. The companys open and native extended detection and response (XDR) platform helps organizations confronted by todays most advanced threats gain confidence in the protection and resilience of their operations. Trellixs security exper...
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