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.