Technical Support Manager (Cybersecurity)

TL;DR

Technical Support Manager (Cybersecurity): Leading and mentoring a team of technical support engineers to resolve customer issues related to hirify.global products, with an accent on ensuring timely troubleshooting, efficient problem resolution, and high customer satisfaction. Focus on process improvement, technical knowledge maintenance, and cross-functional collaboration.

Location: Hybrid in Costa Rica

Company

Armis is a privately held cyber exposure management and security company headquartered in California, protecting critical assets for Fortune 100, 200, and 500 companies.

What you will do

• Supervise, coach, and mentor technical support engineers, ensuring efficient issue resolution and high customer satisfaction.
• Manage daily team activities, including backlog, and identify areas for training and skills development.
• Provide managerial oversight for technical support and act as an escalation channel for customers.
• Drive Knowledge-Centered Support efforts, ensuring key team learning is aggregated and integrated.
• Collaborate with Product Management, Program Management, and Engineering to develop new procedures and improve support processes.

Requirements

• 10-15+ years of technical experience.
• 5+ years of management experience.
• Strong understanding of network protocols (TCP/IP, routing, switching) and network security technologies (firewalls, intrusion detection/prevention systems, VPNs).
• Experience with security best practices, frameworks (such as NIST, CIS), and compliance standards.
• Expertise in cloud technologies like AWS.
• Proven ability to troubleshoot complex network, systems, and security issues.

Nice to have

• Relevant certifications like CCNP, CCIE, CISSP, CISA.