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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Management
Location: San Mateo, California, United States
Type: Permanent F/T
Closing Date: 2008-03-13
Technical Support Manager
Fortify Software is seeking an experienced Technical Support Manager to lead
our global team of Tech Support Engineers as we enable our customers to reach
their application security goals. This position will report to the Director of
Services Operations and Technical Support and will be based at Fortify
Software’s headquarters in San Mateo, CA.
Responsibilities:
• Manage a team of Technical Support Engineers who work with customers
and partners via the web, email and phone. Team members are located in San
Mateo, CA, the United Kingdom and Asia Pacific.
• Provide guidance to the Technical Support Engineers as they
troubleshoot complicated technical problems; could include prioritizing
tickets, obtaining additional resources to help solve a complicated problem or
advising team members on troubleshooting processes.
• Serve as the primary escalation point for urgent or especially
complicated issues. This typically requires conducting a call with the customer
and a Tech Support Engineer to soothe the customer’s concerns, recap the
problem, and discuss the process for resolving the issue.
• Train, develop, and motivate the Technical Support team to ensure the
team is collectively achieving business goals and the individuals are working
toward their personal development goals.
• Oversee the growth of the team including leading hiring and global
expansion efforts.
• Develop and continually improve support infrastructure, including
tools, processes and systems (including building out Fortify’s Knowledge
Base).
• Track and report critical support metrics to senior management on a
regular basis.
• Manage shifts to ensure resources are properly allocated at all times;
may periodically need to handle overflow tickets during periods of high
activity or low staffing (i.e. team members on vacation).
• Be knowledgeable and proficient on all Fortify products and services.
JOB REQUIREMENTS
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Job Qualifications:
The successful candidate(s) will possess a positive attitude with the desire to
be a long-term member of our team as we continue to grow. Other qualifications
include:
• At least 3 years of technical support management experience at a
technology company, preferably one serving developers at enterprise customers.
• At least 5 years of customer-facing experience in one or more of the
following areas: technical support, consulting, account management or similar
field.
• Experience with software development in one or more of the following:
Java/J2EE, .NET or Unix C/C++; Solid understanding of the software development
lifecycle.
• Previous experience at a start-up with the demonstrated ability to work
both. autonomously and as a team to get things done in a fast-paced
environment.
• Proven ability to lead, manage, motivate and develop strong employees
and teams.
• Excellent interpersonal as well as written and verbal communication
skills.
• Strong analytical and problem-solving skills; must be able to quickly
grasp issues and speak confidently about them to customers.
• Strong customer service ethics, a can-do attitude and a willingness to
learn.
• Demonstrates self-confidence and the ability to maintain composure in
difficult situations.
• Bachelor's Degree required.
CONTACT
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If interested, please send resume to nrosenblum@fortify.com
Fortify Software
Neal Rosenblum
VP Staffing
nrosenblum@fortify.com
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SECURITYFOCUS JOBS
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