Let your talent run free

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.  

Responsibilities includes but not limited to ensuring the team performs on the below:

• 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.
• Proactively seek opportunities to improve product capabilities and customer relationship.
• 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.