Product Support Team Lead

hace 1 semana

Bogotá, Bogotá D.E., Colombia Emapta A tiempo completo

Unlock Cybersecurity Excellence as a Product Support Team Lead

At Emapta, we're dedicated to empowering businesses with cutting-edge cybersecurity solutions. As a Product Support Team Lead, you'll play a pivotal role in guiding our team of remote engineers to deliver seamless customer engagement during post-sales, evaluation, and onboarding. Your expertise in networking and cloud technologies will be invaluable in leading troubleshooting efforts to support our cutting-edge SD-WAN innovations.

Key Responsibilities:

  • Manage a remote team of technical support engineers for CATO Networks customers worldwide.
  • Provide technical support for CATO Networks customers globally.
  • Own and manage customer issues, ensuring problems are resolved effectively.
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues while maintaining a positive, "can-do" attitude.
  • Serve as a focal point for customer needs and become a trusted advisor by deeply understanding their business and aligning their needs with our solutions.

Requirements:

• Previous experience as a manager/leader is preferred.

• Previous experience as a Support Engineer.

• Strong computer skills with an emphasis on Networking and TCP/IP.

• Knowledge of firewalls and proxy servers is an advantage.

• Familiarity with VPNs, IPSEC, security protocols, and standards.

• Excellent troubleshooting abilities and a passion for diving into complex technical problems in real production environments.

• Experience working with cloud or SaaS technology providers is an advantage.

• Excellent oral and written communication skills with a passion for working with customers.

What We Offer:

  • A five-day workweek with flexible scheduling.
  • Access to premium healthcare with prepaid medical coverage.
  • High-quality work items provided, including a laptop, mouse, and headset.
  • An indefinite-term contract and the chance to monetize extra vacation days.
  • Develop your career with direct client exposure and hands-on growth opportunities.
  • Thrive in a diverse, supportive workplace, with prime office locations in Bogotá and Medellín.
  • Expand your skills with upskilling opportunities through Emapta Academy.

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