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

About the position At Securonix, we're on a mission to secure the world by staying ahead of cyber threats, reinforcing all layers of our platform with AI capabilities. Our Securonix Unified Defense SIEM provides organizations with the first and only AI-Reinforced solution built with a cybersecurity mesh architecture on a highly scalable data cloud. Enhanced by Securonix EON's AI capabilities, our innovative cloud-native solution delivers a seamless CyberOps experience, empowering organizations to scale their security operations and keep up with evolving threats. Recognized as a five-time leader in the Gartner Magic Quadrant for SIEM and highly rated on Gartner Peer Insights, our award-winning Unified Defense SIEM provides organizations with 365 days of ‘hot' data for rapid search and investigation, threat content-as-a-service, proactive defense through continuous peer and partner collaboration, and a fully integrated Threat Detection, Investigation, and Response (TDIR) experience—all within a single platform. Built on a cloud-native architecture, the platform leverages the Snowflake Data Cloud for unparalleled scalability and performance. Securonix is proud to be a cybersecurity unicorn and featured in CRN's 2024 Security 100 list. Backed by Vista Equity Partners, one of the largest private equity firms with over $100 billion in assets under management, we have a unique advantage in driving innovation and growth. 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 Security Service Providers (MSSPs) enables us to deliver unmatched security solutions on a global scale. At Securonix, we are driven by our core values and place our people at the heart of everything we do: Winning as One Team: We work together with universal respect to achieve aligned outcomes; Customer Driven Innovation: We innovate to stay ahead of the market and create value for our customers; Agility in Action: We embrace change and are unified in our purpose and objectives amidst change.

Responsibilities

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

,

• Design and develop a strategy, success metrics, and execution plan.

,

• Work closely with Product Engineering on bug fixes.

,

• Determine priorities for the team and balance with Customer and company requirements.

,

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

,

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

,

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

,

• Demonstrate strong communication and influencing skills, when working with global virtual cross functional internal and external partners.

,

• Manage a team of Support Engineers that focus on very 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.

,

• A track record of developing complex operations and global projects with cross-functional partners including Engineering, Product and Security.

,

• 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.

,

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

,

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

Nice-to-haves undefined

Benefits

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

,

• Our vision and dental insurance are both PPO plans.

,

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

,

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

,

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

,

• At Securonix we offer a Flexible Time Off plan.

Apply tot his job