Services Team Lead

hace 5 meses

Bogota, Colombia Emapta A tiempo completo

**Job Information**:
Job Family

**IT***

Work Arrangement

**Permanent WFH***

City

**Usaquen***

State/Province

**Cundinamarca***

Country

**Colombia***

**Revolutionize Your Career: Join the Vanguard of Cybersecurity Innovation**

Join a visionary force at the forefront of cybersecurity innovation, recognized globally for pioneering the convergence of networking and security into the cloud. Our client, acclaimed for its groundbreaking achievements, has achieved Unicorn status with over $3 billion dollars valuation and Centaur status with over $100M in annual recurring revenue (ARR) in 2022. Aligned with Gartner’s Secure Access Service Edge (SASE) frameworks, our client envisions a next-generation IT security platform that has inspired a new product category, earning recognition from industry leaders. With over 1800 enterprise customers across thousands of global locations, our client disrupts the $50B networking and security markets. As part of our client's growing global team, expect not just challenges, but opportunities for personal and professional growth, surrounded by experienced leadership, groundbreaking technology, and a supportive environment. Get ready to make memories with colleagues, future mentors, and tomorrow’s Networking and Security leadership.

**A Preview of Your Role**

Be part of our client’s team as a **Services Team Lead**. Manage a remote team of engineers, set objectives, monitor performance, and provide feedback. Act as an escalation point for technical issues, provide guidance, and improve team processes to enhance efficiency and customer satisfaction.

**Embark on a Journey: Leading the Way in Cloud Security**

Employment Type: Indefinite Term Type Contract- Work Setup: Remote

**Fuel Your Success: Essential Skills for Network Leadership**
- Previous experience as a manager is required.
- Previous experience as a Support Engineer (Tier 1- security companies) - Preferred.
- Excellent oral and written communication skills with a passion for working with customers - Must.
- Strong computer skills with an emphasis on Networking & TCP/IP.
- Firewalls and proxy servers’ skills.
- Familiarity with VPNs, IPSEC, security protocols, and standards.
- Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments.
- Participate in Escalation on Call duty to assist with out-of-hours services management escalations.
- Education:

- Systems engineer or related education is preferred.
- Tech Stack:

- Networking & TCP/IP, VPNs, IPSEC, security protocols, and standards.
- Plus:

- Experience working with Cloud, SaaS technology provider.
- Soft Skills related to Service Delivery Management.

**Ignite Innovation: Your Role in Securing Global Networks**
- Manage a remote team of services engineers for CATO Networks customers worldwide, including setting objectives, monitoring performance, and providing regular feedback.
- Lead and participate in the hiring process for new staff.
- Act as a point of escalation for complex technical issues and customer service challenges.
- Provide technical guidance and mentorship to team members.
- Implement, improve & monitor the team’s processes to enhance efficiency and customer satisfaction.
- Conduct regular management routines, including updates, training, and performance evaluations.
- Own and manage customer issues, seeing problems through to resolution.
- Act as a customer and the teams advocate internally while effectively collaborating with internal teams.
- Be a part of building and expanding the Services team in Colombia.
- Identify opportunities for improvements and lead internal projects to address those opportunities/gaps.

**Elevate Your Career: Rewards Beyond the Ordinary**
- 5 Days work week
- Prepaid medicine
- Work-Items (laptop, mouse, and headset)
- Indefinite term type contract
- 5 extra days of vacation leave (20 in total) that could be monetized.
- Direct exposure to our clients
- Career growth opportunities
- Diverse and supportive work environment
- Prime Office Locations - Bogotá and Medellin
- Upskilling: Emapta Academy

**Welcome to Emapta Colombia**

At Emapta, you're not just joining an industry-leading outsourcing provider; you're becoming part of a community that celebrates the rich cultural tapestry of Colombia. Our track record of success and diverse international clientele across various industries provide a solid foundation for your career. With over 700 global partners preferring to open remote jobs in the country, our vision is to help you and thousands more Colombians reach your full potential and dreams without the need to leave the country and work abroad.

Join forces with passionate professionals who share the desire to make a meaningful impact through premium global opportunities, all at your fingertips. Emapta isn't just a company; it's a community that values the balance between work and life. Start a truly exciting journey with us and discov

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