Were looking for a highly motivated Support Enablement Manager (Temporary Role) to join our amazing team.
As a member of the Support Enablement team, you will play a critical role in enabling support engineers to execute all technical aspects of their job and will work to maximize the support organization's effectiveness.
Responsibilities:
Advocate support and customers' needs with R&D and product teams during both the development period of features and retroactively on existing technologies.
Provide guidance about product features and how they work through the creation of technical content.
Build troubleshooting practices to reduce ticket resolution time and maximize support performance.
Own and drive delivery of technical content to the global support team.
Design and create technical onboarding and everboarding training content.
Identifying and understanding support inquiries and challenges, acting as their technical focal point, and working to fill in gaps.
Develop and implement a comprehensive support enablement strategy that aligns with the company's goals and objectives.
Utilize data and analytics to identify trends, measure the effectiveness of support enablement initiatives, and drive continuous improvement.
Serve as the primary point of contact for support inquiries and challenges, working to address gaps and improve overall support effectiveness.
Requirements: Proven experience in managing people and team leaders
Technical and Processes understanding of how Support organizations work, needs, mapping gaps, and suggesting solutions.
Experienced Support Engineer (tier 2-3) background from web/network/information security companies Required or equivalent Technical Account Manager/Pre-Sales.
Experience and exposure working with networking or security software solutions with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers Required.
Strong English communication skills in both verbal and written forms Required.
Excellent communication and presentation skills (ability to clearly articulate to different audiences and bring the message across in a concise, professional, and compelling manner).
Ability to provide constructive criticism and feedback, and use it to advocate for customers, partners, and support needs with different departments in the company.
Advantage for someone with proven experience in creating technical guides and knowledge-base articles.
Preferably someone with great troubleshooting abilities and passion to dive into complicated technical problems in real production environments.
Team player, responsible, and well-organized.
This position is open to all candidates.
