At a Glance
- Tasks: Lead and mentor a team of technical support engineers to deliver exceptional customer service.
- Company: Join Armis, a leader in computer and network security.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Dynamic role with opportunities to influence product quality and team success.
- Why this job: Shape the future of customer support while making a real impact.
- Qualifications: 10+ years in IT with 5+ years in management; strong networking knowledge required.
The predicted salary is between 90000 - 110000 $ per year.
- Join to apply for the Technical Support Manager role at Armis
- Description
As a Support Manager based in Australia, you will be responsible for hiring, mentoring, and managing a team of support engineers focused on delivering exceptional customer service, driving data‐driven improvements, and fostering a high‐performing, customer‐centric culture.
Reporting to the Director of Support, you will play a key role in building and shaping the Romanian support centre, ensuring alignment with Armis' operational standards and ongoing commitment to service excellence.
Department: Customer Team
What You'll Do
- Lead and mentor technical support engineers, assigning tasks and ensuring efficient issue resolution.
- Support, coach, develop, and lead a team of technical support engineers to deliver world‐class service.
- Motivate team members and address challenges that may arise in daily operations.
- Identify areas for training and skills development to continuously improve team capability.
- Communicate organizational goals, priorities, and business needs to ensure clear expectations across the team.
- Monitor daily activities, including backlog management and workload distribution, ensuring SLA adherence and operational efficiency.
- Drive the Technical Support team to achieve high customer satisfaction and success, measured through defined KPIs and performance goals.
- Maintain a deep understanding of Armis products, solutions, and technical environments to provide guidance and subject‐matter expertise.
- Provide managerial oversight and serve as an escalation channel for internal and external customers.
- Implement Knowledge‐Centered Support practices to capture, share, and leverage knowledge for faster, higher‐quality resolutions.
- Partner closely with Customer Success, Product Management, Program Management, and Engineering to develop and refine support processes and influence product quality.
- Develop, communicate, and enforce team policies, procedures, and operational standards.
- Review case updates from team members, providing coaching and feedback to improve communication and case handling.
- Conduct customer follow‐ups and survey reviews to ensure feedback is addressed and service excellence is maintained.
- What we expect
- 10–15 years of technical experience in IT, networking, or cybersecurity environments.
- 5+ years of proven management experience leading technical or customer support teams.
- Strong understanding of network protocols (TCP/IP, routing, switching).
- Expertise in network security technologies, including firewalls, IDS/IPS, and VPNs.
- Experience with security best practices, frameworks (such as NIST, CIS, etc), and compliance standards.
- Experience with cloud platforms (AWS, Azure, or GCP).
- Seniority level
- Mid‐Senior level
- Employment type
- Full‐time
- Job function
- Information Technology
- Industries
- Computer and Network Security
Technical Support Manager in Brisbane employer: Armis
Join a leading tech security firm that values innovation and teamwork, offering a dynamic work culture where your expertise in network security will be recognised and nurtured. With a strong focus on employee growth, we provide ongoing training and mentorship opportunities to help you excel in your career. Located in Australia, our collaborative environment ensures that you will be part of a high-impact support team dedicated to delivering exceptional customer service.
