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Technical Support Manager
SecureLink Austin, TX
$134k-165k (estimate)
Full Time | IT Outsourcing & Consulting 2 Months Ago
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SecureLink is Hiring a Technical Support Manager Near Austin, TX

Who We Are

At SecureLink, we take our jobs seriously, but ourselves - not so much. We’re a results-driven team that isn’t afraid of a challenge and understands the team effort required to accomplish something great. We’re also people-oriented, so respect, teamwork, collaboration, and culture are some of our top priorities. 

When you work for SecureLink, you’re making a difference. As the industry leader, it’s our mission to secure the most critical systems and highly sensitive data of organizations around the globe. SecureLink provides security, privacy, data governance, and compliance solutions for companies across multiple industries, including healthcare, critical infrastructure, manufacturing, government, legal, and gaming. Whether you’re helping organizations implement secure third-party remote access, developing innovative solutions using the most advanced machine learning and artificial intelligence tools and approaches, providing mission critical support or contributing to our sales and marketing efforts, you’re making the world a more secure and safe place while working at SecureLink.

Our Vision

At SecureLink, we value authenticity over perfection. We know that coming as you are can feel unsafe in some work environments. SecureLink employees and leadership are working to create an empowering environment for everyone. We are committed to the ongoing examination of our practices, candid evaluation of our own biases, data-informed improvements, and respectful forums for voicing our honest perspectives and feedback. We foster a workplace environment marked by creativity, collaboration, and most importantly, kindness. Different ideas, perspectives, and backgrounds create a stronger and more creative work environment that delivers better results.

We embrace differences and do not discriminate on the basis of actual or perceived race, ethnicity, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital/family status, veteran status, sexual orientation, gender identity and expression, genetic information, political affiliation, neurodiversity, socioeconomic background or any other characteristics that make us unique.

Choose Where You Work

At SecureLink, we believe trust is an essential ingredient for building productivity in the workplace. We want to ensure that all of our employees feel both safe and productive. Our employees have the option to work 100% remotely, 50% remotely, or 100% from our physical offices located in Austin, TX, Nashville, TN, and San Jose, CR.

What You’ll Do

Executes day-to-day management of the customer technological support team; responsible for the delivery of customer support and enabling the operational expansion and maintenance of the customer base for SecureLink’s Patient Privacy Monitor (PPM) solution 

Technical Support

Ensures delivery of timely management of and resolution to break/fix and product usage support issues within our customer environments, including implementing and updating the processes and tooling required to execute these functions. Partners closely with Customer Success and Project Management to ensure that SLA’s are met for scheduling and delivering on customer maintenance events.

Product Steering

Participates in the product steering process and is responsible for providing insight, priority, and guidance gleaned from the customer support responsibilities.

Duties and Responsibilities:

  • Works with Technical Support team to coach and develop excellence in technical specialists across all tiers of experience
  • Tracks and analyzes daily support case data to watch for customer trends/impacts
  • Works with Product Development to ensure customer feedback and technical issues reported in the field receive appropriate visibility with sufficient detail
  • Works with Customer Success Managers to ensure customer communication, expectations, and satisfaction are well managed concerning the customer technical deployment
  • Responsible for the management of the support organization and processes
  • Monitors and reports on engineer performance & customer feedback metrics for each aspect of the Technical Support organization to ensure customer expectations are met

Job Summary

JOB TYPE

Full Time

INDUSTRY

IT Outsourcing & Consulting

SALARY

$134k-165k (estimate)

POST DATE

02/28/2023

EXPIRATION DATE

10/23/2023

WEBSITE

securelink.net

HEADQUARTERS

LYSAKER, VIKEN

SIZE

500 - 1,000

FOUNDED

2003

TYPE

Private

CEO

ANDERSSON JOHAN STAFFAN

REVENUE

$200M - $500M

INDUSTRY

IT Outsourcing & Consulting

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About SecureLink

SecureLink provides cybersecurity consulting and maintenance services to enterprises.

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