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Director / Sr. Director Operations (Remote)

YD Talent Solutions

Role overview

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.
  • Proven experience in leading and managing a technical support team.

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.
  • 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.

Key facts

  • Remote from: Anywhere
  • Full time
  • Senior (5-10 years)
  • Director of Strategy
  • English

Hard skills

Other skills

  • Problem Solving
  • Communication
  • Social Skills
  • Organizational Skills
  • Time Management

About the company

YD Talent Solutions logo

YD Talent Solutions

Staffing & Recruiting

YD Talent Solutions (YDTS) was established in 2005 with an intention of providing its client non-conventional methods of fulfilling highly technical or even simple job tasks utilizing multi-faceted Talent Solution Software. YDTS is a boutique human resource services, recruitment and RPO firm. The team of consultants is comprised of true experts with significant business careers prior to joining the firm, who understand the complexity of these business sectors. We have dozens of dynamic researchers working round the clock to deliver the right fit for your team in record time. YDTS has Specialists working round the clock to meet business needs with an extensive use of state-of-the-art infrastructure and recruitment software tools. At YDTS, we strive to exceed your expectations by breaking barriers and changing the game. If you need help with hiring, staff augmentation, payroll, compliance, or benefits administration, contact us. We’re available to help you navigate even the most difficult human resources issues. We inspire individuals and organisations to work more effectively and efficiently, and create greater choice in the domain of work, for the benefit of all concerned. The company has since inception grown into being one of the leading providers of highly professional recruitment and human resource services. Our core principles shape our efforts. We are dedicated to our clients, and they benefit from our success. We are driven by our people, customers, vendors and associates.

Company details

IndustryStaffing & Recruiting
Company size11 - 50

Links

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Job description

This is a remote position.

About our client:


Kognitive Networks is at the forefront of digital transformation, specializing in advanced network management solutions that revolutionize how businesses connect, secure, and manage their networks. Our cutting-edge Kognitive Edge platform integrates comprehensive connectivity, security, and management tools, providing robust and reliable solutions across diverse industries. We are a startup driven by innovation and a commitment to excellence, with a particular focus on leveraging the latest wireless technologies such as 5G and Starlink.

Position Overview:

We are seeking a mid to senior level Operations leader with a strong technical background in the networking domain to join our dynamic team. The ideal candidate will have experience in direct customer interaction providing technical support, particularly within the network management or technology sector.

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.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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