Director of Technical Support

www.nextlabs.com/html/

Overview
NextLabs Corporate
Resources

  • Corporate Headquarters

    NextLabs, Inc.
    2 Waters Park Drive,
    #250
     
    San Mateo, CA 94403 USA

    General information:
    Phone:
    650-577-9101
    Sales: 800-898-3065
    Fax: 650-577-9102

 

Director of Technical Support

Location: San Mateo, CA

NextLabs is a security software company focused on developing mission critical next generation policy enforcement infrastructure and system software. NextLabs provides large enterprises with active, policy-driven control of their information network wherever and whenever it is used by employees, contractors and partners. Our policy management platform and universal enforcement solutions enable centrally managed information security control policies across all applications, data and digital business processes.
 
The NextLabs is looking to expand our Technical Support organization. Your will be one of the designated point of contact for customers. Technical Support team will provide product knowledge and expertise about NextLabs’ Policy Platform and product family, will craft and implement support solutions that resolve customer issues and build customer goodwill for the long term. In this role, you will work closely with customers, Engineering, Sales and Professional Services organization to achieve excellent customer satisfaction with NextLabs’ F2000 customer base. Your team will create and manage NextLabs Knowledge Base, track support issues reported by customers and ensure that issues are followed through to resolution.

Responsibilities include but are not limited to:

  • Recruits, manages, mentors, and develops a highly effective technical support organization
  • Interfaces directly with customers, own and drive critical escalations and issue resolution to achieve high level of customer satisfaction
  • Leads and maintains daily hands-on oversight of the support activities
  • Develops and implements support plan for each of the customers
  • Interfaces with Sales, Professional Services, Product Management, Product Development organizations
  • Designs, develops, and implements processes, tools, and systems to support and improve the efficiency of the technical support function, including workflow and incident management
  • Develops and implements standard operating procedures and practices to enhance and measure the effectiveness and performance of the Technical Support function
  • Defines, maintains, and implements systems and applications needed to perform excellent technical support function

Requirements:

  • Minimum of 5 years related experience in technical support within the software industry
  • Minimum 2 years of managerial experience in product support or technical support
  • Demonstrated results and passion for solving customer problems and achieving high level of customer satisfaction
  • Experience develop technical support process and knowledge management system
  • Independent, self-motivated, and ability to make informed decisions and manage customer expectation
  • Strong domain and application knowledge, particularly in the security, enterprise applications, identity and access management, or information management system
  • Excellent organizational, customer relationship, verbal and written communication skills
  • Exceptional multi-tasking skills. Ability to organize and execute on multiple high-priority tasks simultaneously
  • Excellent problem solving and listening skills
  • • Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach
  • • Strong common sense and logical reasoning skills

Education:

  • BS in CS, MIS, EE, or any Engineering degree

 

We are looking for highly motivated candidates who are ambitious, self-assured, possess strong can-do attitude, and want to be part of a world-class team.

For immediate consideration, please e-mail your resume and cover letter to: jobs@nextlabs.com