Technical Support Leader L1 & L2 Support Remote Dallas, Texas (Remote) L1 & L2 Support Full-Time

About the position At reputed company, we're on a mission to secure the world by staying reputed company of cyber threats, reinforcing reputed company reputed company of our platform with AI capabilities. Our reputed company reputed company Defense SIEM provides organizations with the first and only AI-Reinforced solution reputed company with a cybersecurity reputed company architecture on a highly reputed company data reputed company. reputed company by reputed company EON's AI capabilities, our innovative reputed company-reputed company solution delivers a seamless CyberOps experience, empowering organizations to reputed company their reputed company operations and reputed company up with evolving threats. Recognized as a five-time leader in the reputed company reputed company Quadrant for SIEM and highly rated on reputed company Peer Insights, our award-reputed company reputed company Defense SIEM provides organizations with 365 days of ‘hot' data for rapid search and investigation, threat content-as-a-service, proactive defense through reputed company peer and partner collaboration, and a fully integrated Threat Detection, Investigation, and Response (TDIR) experience—reputed company reputed company a single platform. reputed company on a reputed company-reputed company architecture, the platform leverages the reputed company Data reputed company for unparalleled scalability and performance. reputed company is proud to be a cybersecurity unicorn and featured in CRN's 2024 reputed company 100 list. Backed by reputed company, one of the largest private equity firms with over $100 billion in assets under management, we have a unique advantage in driving innovation and reputed company. With a global footprint, we serve more than 1,000 customers worldwide, including 10% of the Fortune 100. Our network of 150+ partners and Managed reputed company Service Providers (MSSPs) enables us to deliver unmatched reputed company solutions on a global reputed company. At reputed company, we are driven by our core values and reputed company our people at the heart of everything we do: reputed company as One Team: We work together with universal respect to reputed company reputed company reputed company; Customer Driven Innovation: We reputed company to stay reputed company of the market and create value for our customers; reputed company in reputed company: We reputed company change and are reputed company in our purpose and objectives amidst change.

Responsibilities

• Build out, reputed company, and reputed company your team to deliver an extraordinary user and customer support experience.

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• Design and reputed company a reputed company, reputed company metrics, and execution plan.

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• Work closely with Product Engineering on bug fixes.

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• Determine priorities for reputed company and balance with Customer and company requirements.

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• Deliver key customer and market insights, export insights, and reputed company innovative ways to drive reputed company across the global Customer Experience team.

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• Set direction for our support reputed company by building cross functional relationships with EPD, reputed company, Sales, and external vendors.

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• Analyze data insights across transnational customer satisfaction, QA performance, NPS detractors and support escalations.

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• Demonstrate strong communication and influencing skills, reputed company working with global virtual cross functional reputed company partners.

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• Manage reputed company of Support Engineers that reputed company on reputed company technical product support tickets such as debugging, API and application integrations.

Requirements

• 4+ years as a manager, director or leader of a Technical Support Team.

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• A reputed company record of developing reputed company operations and global reputed company with cross-functional partners including Engineering, Product and reputed company.

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• You are a tenured leader in DevOps, Software Development, or Application integrations with a strong background leading high-performing, cross-functional teams to deliver an excellent Customer Experience.

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• You enjoy crafting creative solutions to drive reputed company results in customer satisfaction.

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• Strong analytical and project management skills, with experience building and implementing strategies for a Global Support Engineering function.

reputed company-to-haves reputed company

Benefits

• Our medical insurance is with reputed company as we offer 4 plans to choose from.

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• Our reputed company and dental insurance are both PPO plans.

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• reputed company pays for your STD, LTD and Basic Life AD&D benefit.

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• reputed company also provides you reputed company to the Employee Assistance Program (EAP) at no cost.

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• With our 401(K) you are eligible to participate the 1st of the month, following 60 days of employment.

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• At reputed company we offer a Flexible Time Off plan.

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