Services Team Lead

We are looking for a customer-focused Team Leader of Services Team to join our support team. In this role, you will be leading a team of remote Services Engineers and engaging with our customers during the post sales process, evaluation, onboarding, and as the ongoing customer lifecycle continues. Day to day job will include interfacing with multiple teams from different business areas, network engineering and management as a team representative on major incident bridges. Responsibilities will include leading the team that is monitoring, supporting, and providing advance troubleshooting of a large complex data network infrastructure by using network monitoring and network management tools.
We’re looking for a managerial experience, a strong understanding of core networking and cloud technologies, switching and internet routing, network analysis and packet capture tools as well as knowledge of Wireless, Firewalls and Proxies.

Responsibilities

• Manage a remote team of services engineers for CATO Networks customers worldwide, including setting objectives, monitoring performance, and providing regular feedback.
• Lead and participate in hiring process for new team members
• Act as a point of escalation for complex technical issues and customer service challenges.
• Provide technical guidance and mentorship to team members.
• Implement, improve and monitor the team’s processes to enhance efficiency and customer satisfaction.
• Conducting regular management routines, including updates, training, and performance evaluations to align the team with workflows and procedures
• Own and manage customer issues and see problems through to resolution.
• Act as a customer and the teams advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance.
• Be a part of building and expanding the Services team in the APJ, EMEA and NAM region.
• Identify opportunities for improvements and lead internal projects and implement the required changes to address those opportunities /gaps.

 
Requirements

• Previous experience as a manager\leader is required at least 2 years
• Previous experience as a Support Engineer (Tier 1– security companies) / NOC – Preferred at least 3 years
• Hands-on experience with incident and change management ticket handling processes
• Excellent oral and written communication skills with a passion for working with customers - Must
• Strong computer skills with an emphasis on Networking & TCP/IP
• Familiarity with VPNs, IPSEC, security protocols and standards
• Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments
• Experience working with Cloud, SaaS technology provider - Advantage
• Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous tasks
• Ability to work effectively and thrive in a fast-paced environment
• Flexibility work with globally dispersed, cross-cultural team
• Team player
• Participate in Escalation on Call duty to assist with out of hours services management escalation
• Fluency in English (written and spoken)

*We operate in a hybrid model, requiring three days in the office.
*Location: NR7, Náměstí republiky, Prague, Czech Republic.