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.