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Senior Technical Support Manager

London, UK · Full Time

About The Position

Aqua is building a state-of-the-art security platform for large enterprises in the exciting and innovative new field of cloud security. Our open-core SaaS platform is used by thousands of developers, businesses, and enterprises to keep their cloud workloads secure.

We are looking for a Senior Technical Support Manager to lead an existing team of highly technical and senior support engineers who support Aqua’s containerized security solution for 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 include ensuring the team performs on the below:

  • Identify customers’ needs and offer the best solutions
  • Enabler for the support team
  • Collaborate with your peers within support and across the company
  • Queue management – effectively distribute the workload and ensure team cases are up to date and progressing to fast resolution
  • Provide feedback to product and development team on customer requirements
  • Be the focal point for our customer and our sales team for technical issues
  • Facilitate communication between external clients and internal teams
  • Understand technical problems and help identify solutions
  • An understanding of how to Replicate integration scenarios with variety of ecosystem software
  • Proactively seek opportunities to improve product capabilities and customer relationship
  • Drive resolution of customer problems from first awareness to final solution
  • Be able to report success and challenges of your team

Requirements

  • 5+ years of experience in management roles
  • Proven experience building team to scale and efficiency
  • Advantage - have working experience with Linux operating system
  • Advantage - experience working with Containers, Kubernetes and Cloud
  • 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)

AND NOW, A LITTLE ABOUT AQUA:

Aqua Security is a UNICORN! Founded in 2015, Aqua Security is a global late-stage start-up 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 late stage start up, 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, international travel, and lots more!