Job Description

Join to apply for the Technical Support Manager role at Armis

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Description

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As a Support Manager based in Australia, you will be responsible for hiring, mentoring, and managing a team of support engineers focused on delivering exceptional customer service, driving data‐driven improvements, and fostering a high‐performing, customer‐centric culture. Reporting to the Director of Support, you will play a key role in building and shaping the Romanian support centre, ensuring alignment with Armis' operational standards and ongoing commitment to service excellence.

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Department: Customer Team

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Location: Australia

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What You'll Do

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- Lead and mentor technical support engineers, assigning tasks and ensuring efficient issue resolution.
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- Support, coach, develop, and lead a team of technical support engineers to deliver world‐class service.
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- Motivate team members and address challenges that may arise in daily operations.
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- Identify areas for training and skills development to continuously improve team capability.
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- Communicate organizational goals, priorities, and business needs to ensure transparent expectations across the team.
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- Monitor daily activities, including backlog management and workload distribution, ensuring SLA adherence and operational efficiency.
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- Drive the Technical Support team to achieve high customer satisfaction and success, measured through defined KPIs and performance goals.
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- Maintain a deep understanding of Armis products, solutions,



and technical environments to provide guidance and subject‐matter expertise.
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- Provide managerial oversight and serve as an escalation channel for internal and external customers.
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- Implement Knowledge‐Centered Support practices to capture, share, and leverage knowledge for faster, higher‐quality resolutions.
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- Partner closely with Customer Success, Product Management, Program Management, and Engineering to develop and refine support processes and influence product quality.
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- Develop, communicate, and enforce team policies, procedures, and operational standards.
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- Review case updates from team members, providing coaching and feedback to improve communication and case handling.
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- Conduct customer follow‐ups and survey reviews to ensure feedback is addressed and service excellence is maintained.
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What we expect

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- 10–15 years of technical experience in IT, networking, or cybersecurity environments.
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- 5+ years of proven management experience leading technical or customer support teams.
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- Strong understanding of network protocols (TCP/IP, routing, switching).
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- Expertise in network security technologies, including firewalls, IDS/IPS, and VPNs.
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- Experience with security best practices, frameworks (such as NIST, CIS, etc), and compliance standards.
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- Experience with cloud platforms (AWS, Azure, or GCP).
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Seniority level

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Mid‐Senior level

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Employment type

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Full‐time

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Job function

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Information Technology

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Industries

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Computer and Network Security

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📌 Technical Support Manager (Queensland)
🏢 Armis
📍 Queensland