Regional Customer Support Manager

  • Dublin
  • Vectra

Vectra® is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises.

Why Vectra AI?

Vectra AI is the leading innovator in real-time detection of in-progress cyber attacks. The Vectra Cognito platform continuously monitors customer environments to automatically detect any phase of an on-going cyber attack. Vectra AI won the Best of Black Hat Award for “Most Innovative Emerging Company” and the SC Award “Best Customer Service”.

Our culture is centered around three core values - customer first, no drama teamwork and acting with integrity. At Vectra, we love to solve hard problems and embrace people who relish that. We also love people who are passionate, irreverent and focus on delivering results.

You are expected to be different from the norm, to excel in your field and be willing to share your experiences and creativity with the global organization. You are expected to challenge the status quo.

If you care about building great customer experiences, like to stretch, do not take no for an answer and are great to work with, this is your home.

Joining the organization at this time will allow you to develop the dynamics which will shape the global support organization. Joining now offers future career opportunities in a fast moving environment.

Position Overview

For this role you should be a leading Technical Support Manager, experienced in the leadership of technical support teams. You are likely to already be an expert in your field, with a successful track record of leadership in global vendor-support environments.

Your experience

  • Passionate about customer experience
  • Operational/tactical management
  • Forward thinking and future proofing
  • Strong Technical Support background, especially in Linux, Networking, Security, Cloud or related fields

Your responsibilities

  • Manage all operational aspects of the Customer Support team
  • Coach and encourage personal development and responsibility within the Support team
  • Monitor team performance, including customer satisfaction, ticket resolution and ticket trends
  • Manage support coverage and on-call rotas
  • Manage team meetings and 1:1 meetings with team
  • Manage team morale and motivation
  • Handle customer escalations, following up with customer feedback as required
  • Directly engage with customers as required to facilitate resolution of issues and escalations
  • Be the primary point of contact for EMEA Sales leadership
  • Liaise across Vectra to address operational and procedural issues crossing teams
  • Act as communication focal point for team, e.g. team-level feedback, roadmap
  • Identify improvement opportunities in the team, process, documentation and tooling
  • Partners closely with the Support Engineers to develop processes, documentations and tools

Vectra provides a comprehensive total rewards package that supports the financial, physical, mental and overall health of our employees and their families. Compensation includes competitive base pay, incentive plan eligibility, and participation in the employee equity plan (stock options). Specific benefits offered varies by location, but commonly include health care insurance, income protection / life insurance, access to retirement savings plans, behavioral & emotional wellness services, generous time away from work, and a comprehensive employee recognition program.

Vectra is committed to creating a diverse environment and is proud to be an equal opportunity employer.

  • We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.