Technical Support Manager

Job Title:

Technical Support Manager

About Trellix:

Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work. Our comprehensive, GenAI-powered platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions.
We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at https://www.trellix.com/.

Role Overview:

Lead and manage the technical support Team for cybersecurity products, ensuring high-quality service delivery, customer satisfaction, and operational excellence. Oversee a team of support engineers, drive process improvements, and act as a key escalation point for complex technical issues, while collaborating closely with product, engineering, and customer success teams

About Job

• Team Leadership & Management
  • Lead, mentor, and develop a team of technical support engineers, including hiring, training, and performance management.
  • Foster a customer-centric and collaborative team culture.
  • Plan staffing and scheduling to ensure adequate support coverage.
• Customer Support Operations
  • Oversee day-to-day technical support operations for cybersecurity product lines (DLP, Drive Encryption, Database Security ).
  • Ensure prompt and effective resolution of customer inquiries, incidents, and escalations, maintaining high levels of customer satisfaction.
  • Act as a point of escalation for complex or high-impact customer issues, providing hands-on technical guidance.
• Process Improvement & Performance
  • Develop, implement, and refine support processes, policies, and best practices to drive efficiency and service quality.
  • Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs), identifying areas for improvement.
  • Build and maintain a knowledge base for common issues and solutions.
• Cross-Functional Collaboration
  • Work closely with product management, engineering, and QA to relay customer feedback, influence product improvements, and resolve recurring technical issues.
  • Participate in product launches, customer onboarding, and training initiatives.
• Cybersecurity & Incident Response
  • Ensure support team is trained on cybersecurity best practices and product security features.
  • Lead or participate in incident response activities, including detection, containment, and communication during security events.

About you

• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or related field.
• 5+ years of technical support experience, with at least 3 years in a leadership or management role.
• Strong knowledge of cybersecurity concepts, products, and industry standards (experience with cloud security, SSO, authentication, and REST APIs is highly desirable).
• Proven ability to manage and develop high-performing technical teams.
• Excellent troubleshooting, communication, and customer service skills.
• Experience with support tools like Salesforce ,Jira  and process automation.
• Experience in a cybersecurity product company or supporting SaaS security solutions.
• Relevant certifications (e.g., CISSP, CompTIA Security+, ITIL).
• Experience in incident response and crisis management.
• Strong analytical and process-oriented mindset.
• Technical leadership and mentoring
• Customer-focused problem solving
• Process improvement and KPI management
• Cross-functional collaboration
• Strong written and verbal communication

Company Benefits and Perks:

We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans

• Medical, Dental and Vision Coverage

• Paid Time Off

• Paid Parental Leave

• Support for Community Involvement

We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.