Director, Technical Support APJ
This leadership role is directly tied to the success of the FireEye Customer Service Organization, as it sits squarely between the front lines and our strategic leadership. Top candidates have an appetite for everything in cyber security tech domain and an understanding of advanced persistent threats. The role has wide discretion to act in the best interest of their customers and partners, including direct client interaction and orchestrating activities from peer groups, professional services, sales, or the engineering organizations. Together with their peers, they have the autonomy to set the pace, agenda, and the ‘how’ we deliver support services to our clients.
This seasoned leader will interact with customers and partners at both a tactical and a strategic level, as well as participate where required in service review meetings with customers and sales colleagues. Assists with customer escalations and formal responses for such escalations. This includes assisting in the definition and development of support strategies, processes and roles, ensuring customer satisfaction and arranging appropriate resources. In addition, this candidate will lead managers and individual contributors based in-house, field and on-site. Establish departmental operational objectives and work plan assignments within their team. Objectives and metrics will need to be established to determine operational success.
Customer Satisfaction: Customer Support is a strategic differentiator within FireEye, helping drive customer loyalty, reference ability and repeat business. Measured ability to achieve the customer satisfaction goals. Regional focal point for critical escalations that require coordination across time zones and geographies alongside Escalations Leads.
Performance Management: Ensure that support managers, team leads and engineers have the resources, cross-functional relationships and processes necessary to ensure success and sustained performance through release cycles. Mature and experienced guidance and direction to the team to deliver on organizational goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition.
Training and Mentoring: Ensure appropriate technical and soft skills training and mentoring is in place, designed to encourage an advanced learning environment, delivering superior employee and customer satisfaction levels. Ensure that consistent and standard on-boarding training programs are in place and delivered effectively.
Establish Goals & Objectives: Set team goals in-line with overall organizational goals, defining specific goals and individual development plans for direct reports. Collaborates with peers on improving worldwide support process and procedures and provides input to other departments on applications that affect support delivery.
People Management: Manage Teams/Individuals and perform annual reviews of all direct reports; set quarterly objectives within the FireEye Management by Objectives framework, providing regular feedback on performance with respect to agreed upon goals. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
Strategic Planning and Collaboration: Strategic leadership of the business in region, including working with sales and partners. Strong collaboration and alignment with Global Customer Service Operations to bring consistent process across worldwide teams. Cross-Functional alignment with Supportability, FireEye as a Service, Engineering, Product Management, Sales, into our Support/Escalation Management Delivery Team.
Bachelor and/or post graduate qualifications in Computer Science and/or IT Management or equivalent experience, plus 10+ years professional IT experience
Experience in an Enterprise Customer Support Organization in a leadership capacity with 24/7/365 follow-the-sun service delivery operations
Excellent proven customer service skills and management in service delivery
Technical and/or Network Security relevant knowledge and experience in one of the following areas: security operations, network security, technical support, incident detection/response, malware analysis, threat response
Experience in managing vender support services
A willingness to be challenged and learn with an appetite for excellence
Ability to be flexible in the approach of support service delivery
To be able to prioritize tasks and delegate appropriately
To be able to provide technical problem solving leadership to staff