The Senior Technical Support Agent is responsible for interpreting, evaluating, and resolving incoming technical requests from customers via various channels. The role involves supporting network connectivity and various software applications, as well as analyzing inquiries to determine resolutions or escalations. The agent must document customer requests, interact effectively with customers, and provide input for knowledgebase updates and procedure improvements.

The Senior Manager of Technical Security Operations will lead a team of cybersecurity analysts, overseeing 24/7 support, issue resolution, and performance tracking. The role involves collaborating with customers for feedback, updating internal documentation, and ensuring efficient operations. The focus is on improving product self-service and customer satisfaction.