Forcepoint is transforming cybersecurity by focusing on what matters most: understanding people’s intent as they interact with critical data and intellectual property wherever it resides. Our uncompromising systems enable companies to empower employees with unobstructed access to confidential data while protecting intellectual property and simplifying compliance. Based in Austin, Texas, Forcepoint supports more than 20,000 organizations worldwide. For more about Forcepoint, visit www.Forcepoint.com and follow us on Twitter at @ForcepointSec.

Manager Enterprise Technical Support - Web & CASB owns providing Forcepoint Secure Web Gateway and CASB Enterprise and VLE customers and partners a world class support experience, through the delivery of real-time solutions by Subject Matter Experts and on-line Knowledge Base repositories. Exemplifying Forcepoint’s values of being Trustworthy, Collaborative, Accountable, Respectful, Innovative, and Relentless, you will lead the Secure Web Gateway and CASB Technical Support teams, ensuring the highest levels of both customer and employee satisfaction.

Responsibilities

• Provide Leadership and direction to the Secure Web Gateway and CASB Technical Support teams, including seamless partnership with sales, sales engineering, and professional services with a one team atmosphere that is focussed on successful outcomes for Forcepoint customers. 

• Drive highest level of performance from the team through training, mentoring, and analysis of leading performance indicators.
• Ability to hire and retain top talent.
• Maintain a mindset of continuous improvement focused on the end to end customer experience, ensuring high customer satisfaction and loyalty, resulting in extremely high rates of customer retention
• Maintaining a holistic view of your customer base, identify areas for product, knowledge, and process improvement that enhance the customer experience
• Work with Regional and Global Technical Support Leadership to define specific objectives for the success of the [Secure Web Gateway and CASB Technical Support Teams, translation objectives in team and individual goals. 
• Own capacity planning and staffing plan for the  Secure Web Gateway and CASB Technical Support Teams
• Interact and communicate with peers to achieve department objectives and goals.
• Lead Service Quality Review process for the  Secure Web Gateway and CASB Technical Support Teams
• Lead Support Centre wide response to and management of critical incidents
• Lead both regional and global initiatives that are part of Technical Support strategic roadmap.
• Participate in 24x7 “follow the sun” support coverage via on call model.
• Collaborating with your employees, you will support the personal development of each team member.
• Complete performance reviews for each team member
• Travel domestically and globally 5-10%
• Perform other duties and projects as assigned

Person Specification: 

You demonstrate extreme levels of accountability and are results driven; you value teamwork and collaboration; you communicate transparently and with candour, while always being genuine; you act boldly, take initiative and are comfortable taking calculated risks to achieve successful outcomes; you execute with speed and integrity, delivering high quality work product which you are proud of.  

Required Skills and Experience:

• Bachelors Degree or higher in Information Systems, Computer Science, or equivalent experience.
• Eight or more years’ experience leading technical support teams and managing through Managers, preferably for a vendor in the Cloud Services or Secure Web Gateway markets
• Extensive technical background and knowledge of networking, proxies, and cloud services. Solid understand of network  and information security  an advantage
• Mastery resolving critical enterprise level issues to the Customer’s satisfaction through team approach
• Capacity to understand business implications of decisions and align work with strategic goals.