Product Support Team Lead

hace 4 semanas

Bogotá, Bogotá D.E., Colombia EMAPTA A tiempo completo
Empower Cybersecurity Resilience and Guide Product Support to Secure Digital Well-being

Cybersecurity is vital; Emapta Networks makes digital safety a reality. Our client is at the cutting edge of cybersecurity and networking, transforming the way organizations secure their digital landscapes. By pioneering the convergence of network and security into a cloud-native solution, they empower businesses to connect users safely to any application, anywhere. Their innovative approach aligns with Gartner's Secure Access Service Edge (SASE) framework, delivering optimized protection without the complexity of traditional systems. Joining their team means embracing a workplace that values well-being, sustainability, and personal growth. With a culture that champions work-life balance and offers diverse career development opportunities, our client ensures you can thrive professionally while experiencing harmony and fulfillment in your life.

Job Overview

As a Product Support Team Lead, you will guide a team of remote engineers, ensuring seamless customer engagement during post-sales, evaluation, and onboarding. The ideal candidate has strong managerial skills, expertise in networking and cloud technologies, and can lead troubleshooting efforts to support cutting-edge SD-WAN innovations.

Key Responsibilities
  • Manage a remote team of technical support engineers for Emapta Networks customers worldwide.
  • Provide technical support for Emapta 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.
  • Act as a customer advocate internally while collaborating effectively with internal teams, including product management, engineering, sales, and finance.
  • Track and monitor customer status to identify areas of concern and growth opportunities.
  • Contribute to building and expanding the company's Global Support Services.
Requirements

The Cyber Arsenal: Must-Have Skills to Protect and Lead with Confidence

  • 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.
  • Ability to adapt and work efficiently in a rapidly changing dynamic environment, managing multiple simultaneous tasks.
  • Ability to work effectively and thrive in a fast-paced environment.
  • Ability to collaborate with globally dispersed, cross-cultural teams.
  • Strong team player.

Benefits

  • Enjoy 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.
  • Benefit from 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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