Technical Support Engineering Manager @ Verkada

Who We Are

At Verkada, we’re rethinking what it means to be physically safe. Designed with simplicity in mind, we currently offer five product lines (video security cameras, access control, environmental sensors, alarms and visitor management), which provide seamless visibility through an integrated secure cloud-based software platform. Over 12,000+ organizations worldwide trust Verkada as their physical security layer for easier management, frictionless scalability and cutting-edge innovation. But this is just the beginning. We envision a world in which security systems feel as seamless and modern as the organizations they protect and our enterprise solution becomes a model for not just business security, but public security as well.

The Role

Verkada is seeking a Manager for our Technical Support team. We are looking for a technical leader who will help grow a global team dedicated to supporting our customers 24x7. This individual must have deep technical roots, the ability to bring out the best of the organization to solve complex customer challenges, proven ability building teams, experience managing people and customers across time zones, and the ability to advocate internally for customer and support team needs.

Responsibilities:

Customer management: Be the authoritative voice of Verkada Support when speaking with customers and overseeing critical accounts.
Build the team: Help grow the strong team of talented networking, systems, and security experts to deliver high-touch customer service.
Training, coaching, and feedback: Ensure the technical support staff are experts on Verkada products.
Define and track metrics: Create KPIs to track team performance, build and refine processes to monitor improvement.
Tools and systems: Define, implement, and manage the support system across various service channels and products

Requirements:

2+ years of leadership experience
5+ years of professional experience in a technical role
Ability to communicate complex technical matters both orally and in writing.
Excellent customer service skills.
Ability to multitask and prioritize in a fast-paced environment.
Demonstrate problem-solving skills and attention to detail.

If you want to make an impact and advance your career in the cloud-managed IoT space, we’d love to hear from you!

Verkada is an equal opportunity employer. We strive to be a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is support for members and allies of our internal communities like Women at Verkada, Pride at Verkada, Multicultural at Verkada and Parents at Verkada.