Vulcan cyber is looking for a builder, a leader, and an ambitious Head of
Technical Support to join our kickass team!
If you are a Vulcan, that means that technology runs in your bloodstream. It
means that being a team player is obvious for you, but you can also run free.
Feeling the vibe? Keep reading.
What You’re Gonna Do
* Recruit, manage and coach a team of 24/7 technical support engineers.
* Manage the flow of day-to-day operations, lead and prioritize workload and handle escalations.
* Responsible for new employee onboarding, ongoing training, and knowledge management.
* Collaborate on the product, process, and workflow improvements and act as the voice of customers in the organization
* Initiate, plan and execute cross-functional projects as part of Vulcan’s Support strategy
* Develop training manuals and troubleshooting procedures to help both employees and end-users solve issues.
What’s The Experience You Already Have
* 5 or more years of hands-on technical support experience in SaaS companies.
* 3 or more years as a Team Lead/people manager.
* Excellent verbal and written communication skills in English – MUST
* Experience in providing services to agreed SLA’s and to meet KPIs
* Experience scaling high-performance teams in a hyper-growth startup environment.
* Experience working directly with software developers and QA engineers as well as other technical and non-technical audiences.
What Gives You Some Major Credit Points
* Working experience in the Cyber-Security ecosystem.
* Experience building a 24/7 tier-1 support team.
