We are searching for a highly motivated Technical Service Manager to support the end-to-end performance of production services. You will exercise a breadth of skillsets to lead cross functional efforts and should be data driven, passionate about technology and understand the complex service chains behind an excellent customer experience. You will lead self-organized, matrixed teams comprised of support engineers, data analysts, program managers and developers to constantly improve customer experiences. You are comfortable operating in high-pressure situations, have a proven ability to handle competing priorities and possess a high level of discipline while remaining flexible and communicating clearly. You must have a strong delivery record and proven product and project management experience to own strategic technology products, services and programs.
— Execute on meaningful KPIs to ensure optimal end-to-end service experiences
— Lead regular service performance reviews with stakeholders with the objective of constant improvement and staying accountable
— Own program communication, accelerating progress by driving timely decisions, clearing blockers and escalating as appropriate
— Take on ad hoc efforts in either project or product scope when necessary to drive service improvements on behalf of customers
— Manage team of global Support Engineers
— Bachelor’s degree in computer science, information systems or related field
— 5+ years of experience working in a role delivering technical services to customers either in a program or service team capacity
— 2+ years of experience as an individual contributor in a technical capacity such as network, cloud services, devops or product
— 3+ years of experience managing teams
— Strong interpersonal and both creative and analytical thinking skills. Consideration for others through courtesy, respect, humility and a service-oriented attitude.
— Thrives in a high speed environment.
— Strong technical acumen, including the ability to understand the IT landscape, identify opportunities and overcome any technical obstacles.
— Problem solving skills, capable of driving issues to resolution.
— Strong attention to detail and excellent written and oral communication skills.
— Background in data analytics or similar with a passion for solving problems
— Bachelor’s degree in computer science or related field
— Working on the world’s most impactful security products. More than that, an opportunity to get some of those for personal usage
— Competitive salary and perks
— PE accounting and support
— WFH and remote working mode possibility. Partial furniture compensation
— Social package, including medical insurance available from the start date and sports compensation after the trial period
— 18 paid vacation days per year, paid public holidays according to the Ukrainian legislation
— Educational possibilities like corporate courses, knowledge hubs, and free English classes. Semiannual performance review
— Free meals, fruits, and snacks when working in the office