"The product support team is part of the customer services group, as a product support manager you will be responsible to support all production cloud customers.
Lead the day-to-day operation of the support team and serve as first escalation point.
Create, implement, and maintain support team protocols, procedures, training program and knowledge base.
Improve monitoring service quality by studying, evaluating, and re-designing processes.
Prioritize and identify root causes of production issues, coordinating with operations, engineering, and R&D teams to address product and service issues in complex environments.
Maintain good internal and external customer communication, provide high level of support, and minimize escalations.
Implement KPI measurements, follow ups and reports.
Able to handle stressful situations with a proactive and service-oriented approach.
Requirements: 3 years at least of experience as a manager of technical customer support a must.
5 years hands-on experience in implementing and troubleshooting complex TCP/IP technologies.
Strong leadership skills and experience a must
Experience with strong routing and switching concepts CCNP advantage.
Experience with Cisco/Juniper router, switches, and routing protocols, mainly BGP.
Good communication skills in English both spoken and written.
Ability to collaborate, sync and manage processes with other teams to achieve incident resolution.
Multitasking and ability to work under pressure.
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