What are the responsibilities and job description for the Technical Support Manager position at Futurex?
Futurex is seeking a full-time Technical Support Manager. This position is on-site at Futurex’s Engineering Campus in Bulverde, 15 miles north of San Antonio, Texas.
Management Responsibilities:
Leading a team of support engineers and recognizing inefficiency and driving process improvement to enhance the productivity
Set vision and establish roadmap for new and existing support issues
Provide technical and soft skill coaching to maintain a motivated and effective team.
Monitoring and maintaining the team’s ability to meet or exceed the service level agreement (SLA)
Written and verbal communication skills with the ability to describe complex information in a clear and concise manner
Working with other departments to plan for the support of new offerings and services and improving support provided for existing ones.
Developing and maintaining policies, procedures, and processes.
Hiring, developing, and retaining talent.
Reducing the instances of issues through process improvement and root cause analysis.
Track and report on key results and initiatives being delivered by the team.
Proven ability to operate in an entrepreneurial and dynamic, fast paced situation, successfully handle multiple priorities and possess a high level of discipline and professionalism
An entrepreneurial spirit with the ability to drive innovation independently
Time management and prioritizing skills with the ability to lead multiple projects simultaneously
Test and troubleshoot new and existing hardware, software, and firmware developed for the data security and encryption industry
Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.
Become a trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries and fix maintenance.
Responding to inquiries, escalations, and establishing partnerships with customers.
Understand industry-specific APIs and protocols used when interfacing with external systems
Contribute to knowledge base by creating and helping to manage documentation.
Find solutions for customers with a wide range of issues including answering how-to questions, trouble-shooting defects, performance issues and collaborating across Futurex departments to resolve problems.
Technical Responsibilities
Test and troubleshoot new and existing hardware, software, and firmware developed for the data security and encryption industry
Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.
Become a trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries and fix maintenance.
Responding to inquiries, escalations, and establishing partnerships with customers.
Understand industry-specific APIs and protocols used when interfacing with external systems
Contribute to knowledge base by creating and helping to manage documentation.
Find solutions for customers with a wide range of issues including answering how-to questions, trouble-shooting defects, performance issues and collaborating across Futurex departments to resolve problems.
Requirements
Required:
Bachelor’s degree in cybersecurity, or a technical and/or business related major
Broad information technology background
Strong communication skills
Strong problem-solving skills
Motivated, entrepreneurial mindset, with eagerness to learn
Flexibility to assist in several different departments of the company
Familiarity with enterprise data encryption technology, including hardware security modules (HSM); enterprise key, certificate, and PKI management solutions; and/or tokenization for PCI DSS compliance
Experience with TCP/IP networking
Experience with multiple architectures and platforms
Experience with OpenSSL, Linux, scripting (Python, Perl, Bash)
Experience with technical support, sales, or quality assurance
Preferred:
Familiarity with enterprise data encryption technology, including hardware security modules (HSM); enterprise key, certificate, and PKI management solutions; and/or tokenization for PCI DSS compliance
Experience with TCP/IP networking
Experience with multiple architectures and platforms
Experience with OpenSSL, Linux, scripting (Python, Perl, Bash)
Experience with technical support, sales, or quality assurance
Benefits
Health, dental, vision, life, and short/long-term disability insurance
Paid vacation, holidays, and sick leave
Competitive compensation and opportunities for advancement
Complimentary gym membership
Retirement plan with employer contribution match
Scenic corporate campus with amenities including a tennis court, jogging trail, and putting green
Welcoming, family-style corporate culture uniquely suited to fast-paced, entrepreneurial, and motivated individuals
Management Responsibilities:
Leading a team of support engineers and recognizing inefficiency and driving process improvement to enhance the productivity
Set vision and establish roadmap for new and existing support issues
Provide technical and soft skill coaching to maintain a motivated and effective team.
Monitoring and maintaining the team’s ability to meet or exceed the service level agreement (SLA)
Written and verbal communication skills with the ability to describe complex information in a clear and concise manner
Working with other departments to plan for the support of new offerings and services and improving support provided for existing ones.
Developing and maintaining policies, procedures, and processes.
Hiring, developing, and retaining talent.
Reducing the instances of issues through process improvement and root cause analysis.
Track and report on key results and initiatives being delivered by the team.
Proven ability to operate in an entrepreneurial and dynamic, fast paced situation, successfully handle multiple priorities and possess a high level of discipline and professionalism
An entrepreneurial spirit with the ability to drive innovation independently
Time management and prioritizing skills with the ability to lead multiple projects simultaneously
Test and troubleshoot new and existing hardware, software, and firmware developed for the data security and encryption industry
Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.
Become a trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries and fix maintenance.
Responding to inquiries, escalations, and establishing partnerships with customers.
Understand industry-specific APIs and protocols used when interfacing with external systems
Contribute to knowledge base by creating and helping to manage documentation.
Find solutions for customers with a wide range of issues including answering how-to questions, trouble-shooting defects, performance issues and collaborating across Futurex departments to resolve problems.
Technical Responsibilities
Test and troubleshoot new and existing hardware, software, and firmware developed for the data security and encryption industry
Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.
Become a trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries and fix maintenance.
Responding to inquiries, escalations, and establishing partnerships with customers.
Understand industry-specific APIs and protocols used when interfacing with external systems
Contribute to knowledge base by creating and helping to manage documentation.
Find solutions for customers with a wide range of issues including answering how-to questions, trouble-shooting defects, performance issues and collaborating across Futurex departments to resolve problems.
Requirements
Required:
Bachelor’s degree in cybersecurity, or a technical and/or business related major
Broad information technology background
Strong communication skills
Strong problem-solving skills
Motivated, entrepreneurial mindset, with eagerness to learn
Flexibility to assist in several different departments of the company
Familiarity with enterprise data encryption technology, including hardware security modules (HSM); enterprise key, certificate, and PKI management solutions; and/or tokenization for PCI DSS compliance
Experience with TCP/IP networking
Experience with multiple architectures and platforms
Experience with OpenSSL, Linux, scripting (Python, Perl, Bash)
Experience with technical support, sales, or quality assurance
Preferred:
Familiarity with enterprise data encryption technology, including hardware security modules (HSM); enterprise key, certificate, and PKI management solutions; and/or tokenization for PCI DSS compliance
Experience with TCP/IP networking
Experience with multiple architectures and platforms
Experience with OpenSSL, Linux, scripting (Python, Perl, Bash)
Experience with technical support, sales, or quality assurance
Benefits
Health, dental, vision, life, and short/long-term disability insurance
Paid vacation, holidays, and sick leave
Competitive compensation and opportunities for advancement
Complimentary gym membership
Retirement plan with employer contribution match
Scenic corporate campus with amenities including a tennis court, jogging trail, and putting green
Welcoming, family-style corporate culture uniquely suited to fast-paced, entrepreneurial, and motivated individuals
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