Manager of Customer Support

Job Description

Summary The Manager of Customer Support will provide leadership for the customer support team with the primary goal of ensuring Armor customers have the best support possible. This role requires exceptionally high skills in building and managing high growth support groups, IT security, the hosting industry, and virtualization in a service-provider model. Essential Duties and Responsibilities (Additional duties may be assigned as required) Lead customer support operations for the APAC/India region, requiring availability during overlapping US hours. Demonstrate familiarity with diverse cultures and business practices in North America, EMEA, and APAC. Develop, document, and enforce standardized processes to maintain high service standards globally across all locations. Escalate critical issues to the appropriate departments and ensure prompt resolution. Manage support resources effectively, optimizing team utilization and productivity. Exhibit the ability to recruit talented individuals, fostering a positive team culture for sustained success. Coordinate training programs for new hires and ongoing education initiatives for support staff. Collaborate with cross-functional teams to address and resolve complex technical challenges. Monitor both employee performance and customer satisfaction, promptly addressing any shortcomings in an efficient manner. REQUIRED SKILLS Bachelors degree in Computer Science, Information Technology, or a related field. 10+ years of experience in technical support. 5+ years of experience in management or team leadership roles. Ability to work in 24/7 rotational shifts. 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 WHY ARMOR Join 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.