Description

You will lead a team of technical support representatives managing Nessus customer inquiries across web, voice, and chat channels.

Responsibilities

• Manage a team of 5 to 10 Technical Support Representatives, focusing on mentoring, training, and conflict resolution.
• Handle product configuration, installation, and how-to inquiries using existing knowledge base solutions.
• Document all customer interactions within Salesforce and escalate complex technical issues to appropriate teams.
• Channel customer feedback to Product Management and R&D to drive product improvements.
• Identify gaps in the support knowledge base and collaborate with the team to create new technical content.
• Monitor team performance using established metrics, measurements, and thresholds.

Required Skills

• Minimum of 2 years experience supporting a technical program.
• Proven experience managing a team of 5 to 10 technical support staff.
• Working knowledge of networking, TCP/IP, and SMTP protocols.
• Hands-on experience with Linux/Unix environments, specifically Red Hat and CentOS.
• Proficiency in Windows administration, including file systems, registry editor, and software installation.
• Experience with macOS and patch deployment.
• Understanding of the OSI Model and network devices.
• Strong ability to manage multiple schedules, meetings, and initiatives simultaneously.

Preferred Skills

• Experience using Wireshark for network analysis.
• Bachelor’s Degree or Associate Degree.

Key Skills

Education

Bachelor’s Degree