Technical Support Manager

Job Title: Technical Support Manager

Location: Dubai, UAE

Company: DC Technologies FZ LLC- Cybersecurity Reseller

Position Summary

We are looking for a proactive and skilled Technical Support Manager to join our cybersecurity reseller team in Dubai. The ideal candidate will oversee the technical support department, ensuring high-quality service delivery for our cybersecurity products and solutions. This role requires a blend of technical expertise, leadership skills, and exceptional customer service.

Key Responsibilities

• Lead and manage the technical support team to provide exceptional service to customers.
• Develop and implement support processes and procedures to streamline operations.
• Troubleshoot and resolve complex technical issues related to cybersecurity products and solutions.
• Collaborate with cross-functional teams, including sales and engineering, to ensure customer needs are met.
• Conduct training sessions for support staff to enhance their technical skills and product knowledge.
• Monitor support metrics and analyze performance data to improve service delivery and customer satisfaction.
• Create and maintain documentation for support processes, FAQs, and knowledge base articles.
• Act as a point of escalation for complex technical inquiries and provide resolution strategies.
• Stay current with emerging cybersecurity threats, technologies, and industry trends.
• Build and maintain strong customer relationships to enhance customer retention.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in technical support, preferably in the cybersecurity industry.
• Strong understanding of cybersecurity concepts, products, and practices.
• Proven experience in team leadership and management.
• Excellent analytical, problem solving, and troubleshooting skills.
• Outstanding communication and interpersonal skills to interact effectively with clients and team members.
• Ability to work in a fast paced environment and manage multiple priorities.
• Professional certifications in cybersecurity (e.g., CISSP, CISM, CompTIA Security+) are a plus.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional development and career advancement.
• A collaborative and innovative work environment.
• Access to leading cybersecurity technologies and resources.