Varonis Careers

Technical Support Team Leader

Varonis Systems is the leader in unstructured and semi-structured data governance software, which is any human-generated data that is within a company’s environment. Our goal is to protect companies most sensitive information from insider threats and cyber-attacks. We do this by allowing organizations to analyze, secure, manage, and migrate their volumes of unstructured data.

We have an exciting opportunity for an experienced tech-savvy TL to work with a growing team of support personnel.
Our clients are the IT teams and security or compliance departments of many of the largest organizations around the world. We provide support to users who are both highly competent and very demanding. As the manager of this team, your goal will be to lead the team to an even higher level of customer support. This is an opportunity to apply the leadership and technical skills you have acquired and the resources that are available here to lead a support team that will make no sacrifices of quality.

ESSENTIAL DUTIES AND RESPONSIBILITIES: – Other duties may be assigned:

• Leading and mentoring a Technical Support Team
• Recruitment and onboarding of new members in the team
• Performing staff reviews, communicating and adhering to new procedures, policies & goals
• Monitoring queues and assisting with daily tasks
• Creating and implementing procedures to ensure quality, timely and efficient delivery of customer-oriented services
• Working effectively with other teams to increase productivity and overall client experience
• Handling escalated issues from customers
• Enforce short-term and long-term plans, policies and standards for direct staff and for indirect staff that execute Customer Support Services tasks.

Requirements:

• Proven customer support experience
• At least 2 years of managerial experience in the software industry
• At least 3 years of experience in a full hands-on Technical Support position in which you had the ability to show strong customer service and technical support best practices.
• Practical experience in a global B2B enterprise companies
• Familiarity with CRM systems and practices
• Robust experience in problem solving in enterprise real-time IT application implementations/support functions, including:
  • Network
  • Database software such as SQL, Oracle, etc.
  • Experience with Microsoft on Prem and Cloud offerings (SharePoint, Exchange, O365, OneDrive)
• Excellent communication skills (written and verbal) with a strong customer focus
• Strong leadership skills
• Collaborative and team oriented
• Ability to multitask in an ever-changing environment with demonstrable record of handling multiple work assignments simultaneously.
• Think quickly under pressure and communicate effectively
• BSc degree in Computer Science or related field – an advantage