Technical Support Manager

Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform.

Join our team of innovators who are redefining insider risk management through cutting-edge technology. More than 10,000 organizations across the globe use Teramind to mitigate insider threats and protect their sensitive company data with the most robust, enterprise-grade software on the market.

As a global team, Teramind embraces an inclusive and flexible work environment and team culture. We win together, learn from each other, and respect each other while delivering best-in-class security solutions.

About the Role

The Technical Support Manager plays a key role in managing and supervising the Technical Support team. They serve as a system administrator for the tech tools used by the Support team, utilize data analysis for strategic decision-making, pain point areas for enhancing business processes, establish and manage internal communication channels to relay client feedback on products, and possess in-depth product knowledge to offer training and guidance to the team.

We seek an individual who excels in a completely remote work environment, prioritizes customer satisfaction, excels at problem-solving, possesses strong troubleshooting and analytical abilities, and continuously seeks opportunities to enhance processes, their team, and the organization.

This role requires work on EST (US).

Requirements

• At least 5 years of experience as a technical support/support engineer or in a comparable capacity
• At least 2 years of management experience overseeing a technical support team of 5 or more people
• Expertise in PostgreSQL
• Docker and Power Shell experience
• Proficient in navigating both Linux and Windows shell environments
• Excellent debugging experience
• Proficient understanding of networking
• Strong analytical and problem-solving skills.
• Demonstrated ability to analyze data and derive actionable insights.
• Data analytics experience
• Ability to prioritize tasks and delegate them when appropriate
• Strong leadership and team management skills
• Exceptional strategic thinking, problem-solving, and decision-making abilities.
• Excellent communication and interpersonal skills.
• Excellent English skills

Nice to have:

• Familiarity with cloud environments like AWS/Azure
• Familiarity with Zendesk, Intercom, or similar ticketing systems
• Fundamental grasp of B2B SaaS products and IT Security
  
  

Responsibilities:

• Analyze, monitor, and identify process gaps and be a guide in excellent quality processes.
• Define and monitor KPIs and metrics.
• Oversees the daily operations of the department
• Participate and interview in the hiring process
• Ensure a proper quality onboarding of new staff
• Provide constructive and timely performance evaluations
• Guide the teams in continuous improvement, team dynamics, successful execution, and technical excellence

Benefits

This is a remote job. Work from anywhere!

We’re a global, distributed team looking for the finest talent. We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.

At Teramind, we’re a collaborative, forward-thinking team where new ideas come to life, experience is valued and talent is incubated.

• Competitive salary with a focus on a global market
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Ongoing training and development opportunities

About our recruitment process

We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story.

Interview process:

-Test task (20')

-Intro call (30')

-Tech call (45')
-HM call (45')
-Final call (30')

All roles require reference and background checks

Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.