TL;DR

Support Manager (Cybersecurity): Leading and mentoring a team of technical support engineers, ensuring efficient issue resolution and alignment with Armis’ operational standards. Focus on driving customer satisfaction, implementing Knowledge-Centered Support practices, and partnering with other teams to refine support processes and influence product quality.

Location: Fully remote

Company

Armis is a cyber exposure management & security company, protecting the entire attack surface and managing an organization’s cyber risk exposure in real time.

What you will do

Lead and mentor technical support engineers, assigning tasks and ensuring efficient issue resolution.
Monitor daily activities, including backlog management and workload distribution, ensuring SLA adherence and operational efficiency.
Implement Knowledge-Centered Support practices to capture, share, and leverage knowledge for faster, higher-quality resolutions.
Partner closely with Customer Success, Product Management, Program Management, and Engineering to develop and refine support processes and influence product quality.
Conduct customer follow-ups and survey reviews to ensure feedback is addressed and service excellence is maintained.

Requirements

10–15 years of technical experience in IT, networking, or cybersecurity environments.
5+ years of proven management experience leading technical or customer support teams.
Strong understanding of network protocols (TCP/IP, routing, switching).
Expertise in network security technologies, including firewalls, IDS/IPS, and VPNs.
Experience with cloud platforms (AWS, Azure, or GCP).
Excellent communication, collaboration, and problem-solving skills, with a focus on customer empathy and results.

Nice to have

Relevant technical certifications such as CCNP, CCIE, CISSP, or CISA are highly desirable.

Culture & Benefits

Fully remote workplace.
Work with a company that secures Fortune 100, 200 and 500 companies.
Opportunity to lead and shape the Romanian support centre.