Manager, Technical Support- Remote

Ready to do your part in the world of Cybersecurity? SonicWall is a leader in cybersecurity and networking solutions that put our partners at the heart of our innovation to ensure ease of doing business in a world full of opportunities. With more than a 30-year history, we embrace an outside-in approach, listening and learning from our partners and customers to provide the outcomes their organizations require.

If you’re ready for a career that can impact real change — and not just another job — join us!

Location: Costa Rica ( Remote)

Job Responsibilities:

Manager, Support Delivery
SonicWall is seeking an experienced enterprise support global delivery manager. You will be responsible to enable customer success with our award-winning network security products. The Support Delivery team is a high-performance group of engineers supporting business critical customer environments. The Support Delivery team is responsible for the front line support and is expected to implement and optimize performance that will bring SonicWall to the forefront in the industry.

Your Impact
• Lead daily operations of a team of Technical Support Engineers in line with the organizational goals and objectives
• Provide customer support as a strategic differentiator for SonicWall, helping drive customer loyalty and repeat business
• Ability to achieve the customer satisfaction goals, which is the single most important measurement of the support organization
• Ensure that engineers have the resources and processes necessary to ensure customer success
• Mature and experienced guidance and direction to the team to deliver on goals and objectives and maximize engineer opportunity to exceed targets
• Provide appropriate technical and soft skills training and mentoring
• Ensure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levels
• Propagate Goals & Objectives: Set team goals in-line with overall organizational goals. Set specific goals for direct reports
• Perform annual reviews of all direct reports; set quarterly goals and provide regular feedback on performance with respect to agreed upon goals
• Customer Escalation Management, triage, prioritize issues, negotiate customer priorities and manage expectations
• Build strong relationships with sales, engineering, customers, and partners

Qualifications
• BA/BS in computer science or equivalent (MBA a plus)
• 5+ years of experience in enterprise support and service delivery preferred

• Prior management experience

• Technical experience in the Network Security Industry
  • Experience as a network administrator (or equivalent) in a Windows or Unix environment
  • Knowledge of Network Security (Routers, Switches, firewalls, VPN routers)
  • Knowledge of Cloud and Virtualization platforms
  • Background in internetworking, LAN, and WAN technologies
  • Background in debugging broad, complex, and unique enterprise environments with mixed media and protocols

SonicWall is an equal opportunity employer.

We are committed to creating a diverse environment and are an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.

At SonicWall, we pride ourselves on recruiting a diverse mix of talented people and providing active security solutions in 100+ countries.

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