Technical Support Engineer Manager

Position Summary

As a Tech Support Manager at Arkose Labs, your primary role will be to lead and manage a team dedicated to providing exceptional cybersecurity technical support to our customers. You will be responsible for troubleshooting, resolving technical issues, and ensuring the smooth operation of our services. Your expertise will help our customers optimize their use of Arkose Labs' solutions, contributing to their overall satisfaction and success.

Primary Responsibilities

• Develop and lead a dynamic technical support team that assists customers in troubleshooting and resolving technical issues related to Arkose Labs' products.
• Provide hands-on technical support and guidance to customers, addressing break-fix scenarios and ensuring timely resolution of issues.
• Serve as the primary escalation point-of-contact for complex technical problems and work closely with customers to resolve them.
• Collaborate with the Customer Success Operations (CSOps) team to enhance technical tools and improve the efficiency of support processes.
• Ensure the team's knowledge base is up-to-date with the latest troubleshooting techniques, best practices, and product updates.
• Drive customer adoption by helping customers effectively implement and utilize our products.
• Manage customer communications regarding technical issues, ensuring clear, concise, and timely updates.
• Work collaboratively with internal teams, including Engineering, Professional Services, and Product, to escalate and resolve customer issues.
• Identify and document process improvements to enhance the support experience and overall customer satisfaction.
• Recognize opportunities for product improvements based on customer feedback and support interactions.

Must Have

• Background in customer-facing roles within the technology or cybersecurity industry
• 2-4 years of experience leading a technical support team, with a strong background in break-fix and troubleshooting.
• 5-7 years of experience in technical support or a related field, preferably in a fast-paced and complex business setting.
• Proficiency in troubleshooting tools and techniques, with a strong ability to diagnose and resolve technical issues.
• Excellent communication skills, with the ability to create clear and engaging reports and presentations.
• Proficiency in English at a minimum of C1 level.
• Ability to quickly learn and support new technologies.
• Demonstrated problem-solving skills and strong attention to detail.
• Self-motivated with a strong work ethic, customer focus, and a winning attitude.
• Leadership qualities with a willingness to learn, research, and teach others.

Nice to Have

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

Why Arkose Labs?

At Arkose Labs, our technology-driven approach enables us to make a substantial impact in the industry, supported by a robust customer base consisting of global enterprise giants such as Microsoft, Roblox, OpenAI, and more. We’re not just a company; we’re a collaborative ecosystem where you will actively partner with these influential brands, tackling the most demanding technical challenges to safeguard hundreds of millions of users across the globe.

Why do top tech professionals choose Arkose Labs?

• Cutting-Edge Technology: Our high-efficacy solutions, backed by solid warranties, attract leading, global enterprise clients.
• Innovation and Excellence: We foster a culture that emphasizes technological innovation and the pursuit of excellence, ensuring a balanced and thriving work environment.
• Experienced Leadership: Guided by seasoned executives with deep tech expertise and a history of successful growth and equity events.
• Ideal Size: We’re structured to be agile and adaptable, large enough to provide stability, yet small enough to value your voice and ideas.

Join us in shaping the future of technology. At Arkose Labs, you’re not just an employee; you’re part of a visionary team driving global change

The most recognizable brands in the world select Arkose Labs, including OpenAI, Roblox, Microsoft, Adobe, Expedia, Snapchat, Zilch, and ZipAir.

We value your unique contributions, perspectives, and experiences. Be part of a diverse and high-performing environment that prioritizes collaboration, excellence, and inclusion. We hire the best, focus on their professional development, and offer support for continuing education.

We value:

• People: first and foremost they are our most valuable resource. Our people are independent thinkers who make data driven decisions and take ownership and accountability in all the things they do.
• Team Work. We demonstrate respect, trust, integrity, and communicate openly with a positive can do attitude and constructively challenge one another
• Customer Focus. We empathize with our customers and obsess about solving their problems
• Execution with precision, professionalism and urgency
• Security. It’s the lens through which we implement our processes, procedures, and programs

Benefits:

• Competitive salary + Equity
• 25 vacation days per year
• $500 USD to support you Work From Home setup (to be used in the first 30 days of employment) 
• Swiss Medical or OSDE 430 Plans
• Mental Health Program
• Flexible working hours to support personal well-being and mental health

Arkose Labs is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Arkose Labs will provide reasonable accommodations for qualified individuals with disabilities.

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