Manager, Technical Support @ Barracuda Networks

Job Description

• Familiar with technical concepts in the areas of IT network and security such as; network security, application security products: Network Firewalls, Public Cloud (AWS, Azure)
• Provide Leadership and direction to Technical Support teams, including a continuous partnership with Sales, Engineering, Training, and other parts of Barracuda Networks
• Monitor performance metrics while driving individual growth
• Maintain a continuous improvement mindset focused on the customer experience, ensuring high customer satisfaction and retention
• Optimization and standardization of support processes
• Drive the highest level of performance from the team through training, mentoring, and coaching
• Work with cross-functional teams to resolve critical issues
• Manage resources to meet team and department service level expectations
• Handle escalated customer issues, ensuring timely follow-up and resolution

• Bachelors/master s degree or equivalent work experience
• 3-5 years of supervisory experience
• 4+ years of progressive call center / technical support experience
• Excellent leadership skills with the ability to interface and lead high-performance technical teams to achieve maximum results
• Strong customer focus
• Able to build, motivate and develop a team with a proven track record in technical leadership while functioning in a high-demanding "action" oriented environment
• Professionalism - Ability to function in a responsible, professional manner using sound judgment in decision making
• Able to tackle problems and take independent action, seek out new responsibilities, act on opportunities, and generate new ideas
• Prioritizes tasks to accomplish goals and objectives
• Excellent organizational, time management, and communication skills (written and verbal)

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   Training Service level Time management Customer satisfaction Network security Technical leadership Application security Customer experience Continuous improvement Technical support