דרושים » מחשבים ורשתות » Tier 3 team leader

Were looking for a Director of Technical Support to lead our EMEA and APAC regions.
This is more than managing day-to-day operations, its about inspiring teams across multiple geographies, building new capabilities, and ensuring customers receive world-class support.
Youll lead through influence, scale operations across time zones, and partner with global leaders to drive technical excellence and customer success.
What Youll Do:
Lead Across Regions: Manage and inspire support managers and engineers across multiple EMEA and APAC locations, navigating the challenges of remote leadership with empathy and effectiveness.
Build Team Capabilities: Drive the development of technical and soft skills across the team. Create growth paths, mentor leaders, and ensure the organization is always advancing its expertise.
Solve Complex Problems: Champion root cause analysis and creative solutions, ensuring we deliver fast and effective resolutions.
Customer Advocacy: Be the voice of the customer in product and engineering discussions, ensuring their needs are central to decisions.
Drive Performance: Define and track KPIs such as CSAT, backlog, and time-to-resolution. Continuously improve operational efficiency and customer outcomes.
Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success to ensure smooth alignment and impactful outcomes.
Recruit & Develop: Hire, onboard, and coach managers and engineers, with a focus on building strong, resilient, customer-obsessed teams
Executive Presence: Engage with strategic customers and handle escalations, representing Support with credibility and confidence.

We are looking for a Tier 3 Support Engineer to join our global Harmony SASE support team at our company.

If you have a passion for problem-solving, technical excellence, and ownership of complex technical issues, we want to hear from you! This role requires a proactive and customer-focused approach, ensuring continuous improvement and high-quality technical support.

Key Responsibilities
Take full ownership of technical issues for Harmony SASE customers, including troubleshooting, root cause analysis, resolution, and communication.
Lead internal escalations, working closely with Customer Success, Sales, and R&D teams.
Debug software-related issues, including analyzing logs, troubleshooting deployments, and working with R&D to resolve complex technical problems.
Utilize scripting (Python/Bash) to automate troubleshooting, log analysis, and improve operational efficiency.
Work with Linux, networking, VPNs, and cloud environments to support customers effectively.
Create internal knowledge base (KB) articles to enhance troubleshooting efficiency and knowledge sharing.
Provide product feedback and technical insights to internal teams.
Mentor and support junior engineers, fostering their technical growth and enhancing team collaboration.
Manage support-related projects, including training programs and release readiness initiatives.