Technical Support Manager

Boston, MA US · Full Time

About The Position

Aqua is looking for a Technical Support Manager to lead a team of highly technical and senior support engineers. Supporting Aqua’s containerized security solution for prospects and existing enterprise customers. This role will focus on post-sales technical support: providing expert product advice to customers, reproducing issues with the product, and helping to ensure our customer implementations are successful. This is a US remote based role.

Oversee a group of Technical Support professionals, offering guidance, training, and constructive feedback to ensure their achievement of goals and foster their personal and professional development.
Own and drive end to end the resolution of customer problems from first awareness to final solution.
Efficiently manage the queue by distributing the workload and ensuring that team cases are consistently updated and progressing towards prompt resolution.
Serve as an escalation point for complex technical issues and lead to quick and quality resolution.
Create and sustain a repository of frequently encountered technical issues, while also crafting instructional resources aimed at enhancing the skills and knowledge of support professionals.
Consistently monitor support metrics and KPIs and implement necessary actions to achieve continuous improvement.
Engage in collaborative efforts with various cross-functional teams, such as Product Management and Engineering, to enhance both product quality and the overall customer experience.

About the Team

Do you thrive on solving our customers complex technical challenges? At Aqua, our customers are our #1 focus. We strive to deliver best in class service, while helping them secure their cloud native applications. If you thrive in a fast-paced environment and are passionate to assist customers, come join our technical support team and be a part of a vibrant & supportive work culture!

Requirements

5+ years of experience in management roles
Proven experience building team to scale and efficiency
Experience with Linux operating system
Advantage with experience working with Docker
Having prior experience in Cloud environments and Software-as-a-Service (SaaS) platforms - Advantage.
Ability to diving into complex technical problems and communicating their status
Ability to manage customer escalations
Understand support processes and KPIs
Experience with dealing with enterprise customers
Understanding of software development methodology and lifecycle
Able to navigate independently in an autonomous environment
Strong interpersonal and communication skills, with ability to provide a focus on service
Self-trained and eager to learn attitude
Strong fluency with English language (written and verbal)

Aqua Security is a UNICORN! Founded in 2015, Aqua Security is a global late-stage organization widely known for being the largest pure play cloud native vendor, helping enterprises secure their cloud-native applications from development to production, whether they run using containers, serverless, or virtual machines. Aqua bridges the gap between DevOps and security, promoting business agility and accelerating digital transformation.

Total of $265M in VC funding – Most Recent Series E funding event March 2021 with a Pre-money valuation ($1B), and TAM of $17B
More than 400 enterprise customers across the globe
Strategic partnerships with the major cloud native platform providers and public cloud providers (AWS, Microsoft, Google, IBM)
At the forefront of open-source cloud native solutions and primary cyber security research

If you’re ready to be your best, now is the perfect time to join Aqua! We are a global company but still small enough for you to make a big impact. We have dedicated employees around the globe. And aside from being in a hot cloud security industry, we love to have fun! Aqua also offers great company culture, amazing colleagues and lots more!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other legally-protected status.