Director / Sr. Director Operations (Remote)

This is a remote position.

About our client:

Position Overview:

Requirements

Key Responsibilities:

• Lead, manage and mentor the technical support team, ensuring high performance and productivity.
  
• Direct interaction with customers to understand the problems and issues and be the first line of support to help triage.
  
• Closely work with tier 2 / tier 3 support teams for complex issues.
  
• Develop and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction.
  
• Implement and monitor customer support metrics to measure performance and identify areas for improvement.
  
• Facilitate communication and collaboration across cross-functional teams including engineering, sales, and marketing.
  
• Develop and maintain project plans, timelines, and progress reports to ensure trouble tickets are managed in a timely and appropriate manner.
  

Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or a related field.
  
• 10 to 15 years of experience in technical support within the networking domain.
  
• Strong technical background with a solid understanding of TCP/IP, routing protocols, routers and switches, Linux, and virtual machines.
  
• Experience with SD-WAN, and security related skills: SASE, ZTN, CASB a plus.
  
• Proven experience in leading and managing a technical support team.
  
• Strong problem-solving skills and the ability to troubleshoot complex technical issues.
  
• Excellent communication and interpersonal skills.
  
• Strong organizational and project management skills.
  
• Ability to work in a fast-paced environment and handle multiple priorities.
  
• Experience in a startup environment is highly desirable.
  
  

Why Join our client?

• Be part of a pioneering team that is shaping the future of network management.
  
• Opportunity to work with cutting-edge technologies and innovative solutions.
  
• Collaborative and inclusive work culture that values continuous learning and growth.
  
• Flexibility to work remotely.
  

If you are passionate about technology and looking for a challenging and rewarding opportunity to make a significant impact, we would love to hear from you.