Umbrella Support Manager

Job Description

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.

Responsibilities:

● 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

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

● Provide assistance with onboarding new agents

● Send daily updates to senior managers

● 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

● 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.