Manager Technical Support

At Armor, we are committed to making a meaningful difference in securing cyberspace. Our vision is to be the trusted protector and de facto standard that cloud-centric customers entrust with their risk. We strive to continuously evolve to be the best partner of choice, breaking norms and tirelessly innovating to stay ahead of evolving cyber threats and reshaping how we deliver customer outcomes. We are passionate about making a positive impact in the world, and we're looking for a highly skilled and experienced talent to join our dynamic team.

Armor has unique offerings to the market so customers can a) understand their risk b) leverage Armor to co-manage their risk or c) completely outsource their risk to Armor.

Learn more at: https://www.armor.com

Summary

This role leads a team that takes pride in delivering an outstanding customer experience. Your primary role involves managing a team of Technical Support Engineers who assist customers in resolving technical challenges. Duties include all aspects of people management, assisting Engineers with understanding and prioritizing their case work, managing case issues, and ensuring process compliance within the team. You will be independent, positive, self-motivated, proactive, results-oriented and able to monitor and report on your team's performance KPIs. You are collaborative by nature and enjoy mentoring team members.Essential Duties and Responsibilities(Additional duties may be assigned as required)

• Manage a team of Onboarding / Technical Support Engineers to achieve business objectives around Customer Satisfaction, metrics attainment and operational excellence.
• Ensure direct reports use the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.
• Ensure the delivery and completion of technical and soft-skills training for direct reports.
• Manage workflows and schedules for direct reports to ensure adequate shift coverage.
• Manage and communicate about customer issues for your direct reports when necessary.
• Collaborate with other groups such as Product Engineering, Procuct Management, Customer Success Team and Support Operations.
• Committed customer advocate, continuously evaluating the support experience and contributing to the ideation and execution of programs to improve customer experience.
• Serve as a manager, mentor, knowledge resource, and escalation point for your direct reports, building credibility and trust within your team.
• Review team KPIs case management daily
• Conduct interviews and hire team members.
• Participate in projects as required.

REQUIRED SKILLS

• Must be able to commute to Dallas, TX office locations
• 10+ years of experience in technical support.
• 3+ years of experience in management or team leadership roles.
• Strong knowledge of technical support best practices.
• Excellent communication and interpersonal skills, with the ability to work effectively across diverse teams.
• Demonstrated ability to lead, motivate, and inspire teams to achieve goals.
• Proficiency in using customer support software and ticketing systems.
• Strong understanding of incident response and threat mitigation strategies.
• Proven experience in managing security-related support escalations effectively.
• Demonstrated experience with cybersecurity tools and platforms, including:
  • Endpoint Detection and Response (EDR) tools
  • Intrusion Detection/Prevention Systems (IDS/IPS)
  • Firewall management and configuration
  • Vulnerability scanning and assessment tools
  • Multi-factor authentication (MFA) systems
• Demonstrated commitment to advocating for and resolving customer issues.
• Experience working as part of a global organization.
• Ability to work in a fast-paced, changing and results oriented atmosphere.

WHY ARMORJoin Armor if you want to be part of a company that is redefining cybersecurity. Here, you will have the opportunity to shape the future, disrupt the status quo, and be a part of a team that celebrates energy, passion, and fresh thinking. We are not looking for someone who simply fills a role - we want talent who will help us write the next chapter of our growth story.

Armor Core Values:

• Commitment to Growth: A growth mindset that encourages continuous learning and improvement with adaptability in the face of challenges.
• Integrity Always: Sustain trust through transparency + honesty in all actions and interactions regardless of circumstances.
• Empathy In Action: Active understanding, compassion and support to the needs of others through genuine connection.
• Immediate Impact: Taking initiative with swift, informed actions to deliver positive outcomes.
• Follow-Through: Dedication to delivering finished results with attention to quality and detail to achieve the desired outcomes.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually low to moderate. The work environment can be either in an office setting or remotely from anywhere.

Equal opportunity employer - it is the policy of the company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other consideration protected by federal, state or local laws.