Support Team Lead

Location: Texas_Remote_Worker, United States of America

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Support Team LeadKey Areas of Responsibilities:  

• Plans, directs and manages the day-to-day operations and career growth  of the Product Support team.
• Provides support, coaching and mentoring to Support Team members to ensure that all objectives and commitments are fulfilled in line with expectations, agreements and standards.
• Efficiently allocates incoming requests to the team, prioritizing actions and monitoring team resources so that customer deadlines are met.
• Provides High-level support and subject matter expertise.
• Provides advanced support to successfully resolve problems and manage customer escalations.
• Mentor junior team members.
• Monitors the ticket flow, re-assigns tasks as needed to meet defined SLAs and KPIs
• Communicates and is the focal point for the dissemination of information from management to the team and vice versa.
• Assists with the development of team members to enhance skills and promote cross-training.
• Recommends and assists with developing improvements around support processes, tools, standards and the overall performance and level of support provided by the team.
• Troubleshoots areas of poor performance and identifies effective solutions to resolve issues both in the immediate future and for the longer term.
• Ensure the Product Support Team delivers a professional, customer-focused and high performing level of support.
• Serve as an escalation point for both the customer and other Imperva team members
• Remain current on industry practices, training and standards.
• Manage projects as directed by management assigned timeframes

Minimum Requirements:

• Minimum 3 years of high-level Technical Support experience with an additional 2 years of experience working with Security or Network related products.
• Excellent Customer Support skills coupled with a BSCS Degree or equivalent experience.
• Highly motivated with the ability to work independently and in a team environment.
• Well-organized with the ability to multi-task and prioritize with minimal supervision.
• Excellent problem solving skills with a strong sense of customer commitment.
• Ability to understand and communicate concepts quickly, succinctly and accurately.
• Demonstrated aptitude for mastering new software application
• Previous experience as a successful coach and mentor 

This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.