Technical Support Manager - Cloud Security

  • Location:
    Vancouver, British Columbia, Canada
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id

Regional Technical Support Manager

Who You'll Work With

Cisco Umbrella is a leading provider of network security and DNS services, enabling the world to connect to the Internet with confidence on any device, anywhere, anytime. The company’s Umbrella cloud-delivered network security service blocks advanced attacks, including malware, botnets and phishing threats. Our predictive intelligence engine uses machine learning to automate protection against newly-discovered threats before they can reach our customers.

Who You Are  Cisco Umbrella is looking for an experienced regional cloud security Support Manager. The ideal candidate will be independent, self-motivated, able to communicate with our global team, and possess a strong work ethic. The Regional Technical Support Manager will be taking on an already-established team in their region, and will be responsible for overseeing that team on a daily basis.


      Address Level 2 escalations

      Ensure forums are monitored

      Oversee daily thread emails

      Help with handoffs between shifts

      Manage PTO/WFH Calendars across all shifts

      Act as a buffer for technical issues between CSRs and TSE’s/MGMT

      Responsible for team meetings, standups, retros

      Organize regional team lunches and events

      Help schedule training for new hires

      Meet with TSE’s regularly to improve processes

      Liaison with other departments

      Triage hot issues as they come in

      Organize and oversee problem/incident tickets

      Make sure everyone is logged in to phones

      Edit drop list as needed

      Oversee macros/forum posts

      Triage queue each shift for spam, manual escalations, etc,.

      Provide assistance with onboarding

      Send daily updates to manager

      Check in with your reports weekly, report up to manager


Education & Experience:

      2-5 years relevant work experience in a cloud security technical environment required

      Must have a technical background, with an understanding of basic networking principles, such as DNS, TCP/IP, etc,.

      Must have strong leadership experience leading a SaS team

      A love for helping customers and delivering satisfaction.

      Strong written and verbal communications skills. 

      Superior customer service skills – Customer Focused.

      A college degree from an accredited university or equivalent experience

Desirable, not required:

      BS in Computer Science/Information Systems or equivalent technical experience preferred.

      Strong oral communication skills, including the ability to present technical information in user-friendly language.

      Strong team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve.

      Ability to handle constantly changing flow of traffic: remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

      Ability to prioritize and work responsibly with or without direct supervision.

Why Cisco 
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

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