Front Line Support Team Leader

About Us

We’re disruptors, innovators, and relentless problem-solvers.

We’re not your typical tech company—we protect data. Our Support team is a crew of passionate problem-solvers who thrive on innovation and never settle for the status quo. With our recent transition to a SaaS platform, we’re at a pivotal moment, and the growth opportunities have never been greater. We need individuals who can hit the ground running, bring fresh perspectives, and help us navigate this exciting new chapter. You've found your home if you’re ready to work with cutting-edge technology and be part of a team that values bold ideas and fearless collaboration. There’s no better time to join us as we redefine what’s possible in data protection.

Role Overview

As the Front-Line Support Team Lead, you’re the commander-in-chief for a crew of rockstar support engineers. Your mission? Keep our customers’ systems running smoothly, stop issues in their tracks, and anticipate problems before they even happen. You’ll lead from the front, set the pace, and ensure your team’s always ready to bring their A-game. 

In addition, you will be transforming the lives of individuals dreaming to work and thrive in the field by onboarding the next generation of Technical Support Engineers. You will ensure that they develop the skills needed, receive the relevant training and are successfully integrated into the team with a high standard and clear expectations.

What You'll Do

• Lead with Swagger: Be the go-to leader your team looks up to. You’ll coach, motivate, and push your team to crush every challenge that comes their way. Build a squad that’s unstoppable, where accountability and innovation are the norms, not the exceptions.
• Proactive Problem-Slayer: Stay one step ahead. Implement proactive strategies that sniff out potential issues before they blow up arise. Make sure your team is always delivering more than just answers—give them the tools to predict problems and prevent them.
• Triage Like a Boss: Streamline the chaos. Master the art of triage and guide your team in sorting out the urgent from the important. Keep refining the process so your team is always working with an appropriate sense of urgency and hitting the mark.
• Collab and Conquer: Work hand-in-hand with other teams—SMEs, customer success, you name it—to keep the info flowing and the issues disappearing. Share insights from the ground to make our products better and our customers even more stoked.
• Squash Known Issues: Turn your team into experts at solving the unsolvable. Equip them with the know-how to tackle recurring problems like pros. Drive continuous improvement by cutting down the time it takes to get things fixed and keep customers happy.
• Customer First, Always: Your team’s focus? Making our customers’ lives easier, one interaction at a time. You’ll make sure they’re delivering service that leaves our customers saying, “Wow!.” Be the customer’s voice inside the company, making sure their needs are front and center.

Who You Are

• Mentor the Bold: Lead with authority, but also with empathy. Grow your team into a unit of rock stars who are as driven and innovative as you are.
• Prioritize Customers: You don’t just meet customer needs—you anticipate them, always thinking one step ahead.
• Proactive Problem-Solver: You don’t wait for problems to land in your lap—you hunt them down and squash them before they get big.
• Master Communicator: You keep it real, you keep it clear, and you make sure everyone’s on the same page, all the time.
• Time Juggler: You know how to prioritize like a pro and keep things moving without dropping a ball.
• Cool Under Pressure: High stakes? No sweat. You keep your head and make smart moves when it matters most.

What You’ll Bring

• Experience: 1+ year leading a team or projects and owning the results. Demonstrated experience in coaching, mentoring or training roles, with a strong ability to assess and provide constructive feedback and support.
• Tech Savvy: You’ve got a deep understanding of triage, issue resolution, and proactive support.
• Customer-Centric Mindset: You are driven to make customers