.Remoto: TeletrabajoFireMon pioneered improving security outcomes by enhancing security operations in the cybersecurity industry. Technologies have changed, the threats have evolved, but our mission remains the same. Our culture is built upon four employee-driven values that focus on problem-solving, work/life balance, motivation, and innovation. These values are core to everything we do and fuel the impact our employees have on our customers, product, and overall organization. Each person is empowered to have a voice and is encouraged to collaborate, be creative, and provide valuable insights.About the RoleManage a team of geographically diverse Global Support Engineers.Ensure all tickets are driven to resolution, chats/calls are handled appropriately, or that the proper escalation to the correct team or group has occurred.Responsibility for driving team and individual metrics, including response time, customer satisfaction scores, resolution time, and escalation/close rates.Manage the Global Escalation Process ensuring customers can effectively and efficiently navigate FireMon's Support ecosystem.Successfully manage Customer Escalations, 1 on 1 or indirectly.Identify technical issues, suggest product enhancements, and communicate them internally and externally.Create internal documentation and videos to manage appropriate Support actions and responses to customers, as well as promote self-service.Professionally develop a team of highly capable and technically talented problem solvers who can work independently and collaboratively with other functional groups.Drive Quality Assurance in all team members by adhering to global customer support ticket handling policies and procedures, including meeting defined SLAs.Develop data analysis and KPI reporting for senior leadership with regular status updates that may be consumed by Executives.Required Skills and Experience3-5 years experience in a leadership role for customer-facing technical support teams.3-5 years experience directly managing people, in person or remote.2-3 years experience in hiring, training, and coaching employees.2-3 years recent Network Security industry experience.Strong Customer-Centric focus with proven results.Creative problem-solving ability and forward-thinking mentality.Strong Leadership and Excellent communication skills.Ability to de-escalate and own successful outcomes for all customer escalations.An obsessive and proactive mindset toward continuous improvement.Experience documenting, managing, and improving Processes & Procedures.Experience managing International Support teams from remote locations.Experience in managing a Quality Assurance and/or Performance Management system.Experience with Workforce Management and/or methodologies to produce demand and volume forecasts.Experience with Project Management concepts and participating in or leading projects