Team Support Manager - Full Time

Today’s world is crime riddled. Criminals are everywhere, invisible, virtual and sophisticated. Traditional ways to prevent and investigate crime and terror are no longer enough…

Technology is changing incredibly fast. The criminals know it, and they are taking advantage of it. We know it too.

For nearly 30 years, the incredible minds at

Cognyte

around the world have worked closely together and put their expertise to work, to keep up with constantly evolving technological and criminal trends and help make the world a safer place with leading investigative analytics software solutions.

We’re looking for a Support Team Leader who will be responsible for managing all support-related aspects within your region and team, including Customer Management, People Management, Service Requests, and Critical Event Management.

As a Cognyter you will: Bring deep technical background, including strong understanding of computer and networking architecture and physical and virtual environment. Act as the customer’s primary point of contact, ensuring exceptional customer experience through proactive communication, responsiveness, and strong relationship management with customer leaders. Act as a

matrix manager

for 3–6 Field Service Engineers, driving alignment, supporting development, and overseeing operational execution without direct line authority. Responsible for implementing the Global Support methodology within your territory. Responsible for regional KPI and SLA Compliance. Develop and maintain relationships with internal stakeholders and managers. Identify, initiate and drive support-related process and product improvements. Be accountable for CSAT (Customer Satisfaction) level, VoC (Voice of the Customer), and customer relationship for the support domain. Plan and implement tactics and procedures to improve it. Assist in any service activity outside the EMEA region – according to the service group requirements. Identify customer needs - explore, seek, and develop business opportunities arising from the existing install base and the customers. Prevent and report any technical escalation that is about to become a management escalation. Manage SR/CR support, site surveys, installations, upgrades, expansions, and integrations of Cognyte products. Develop and implement measurement and control procedures to verify the regions’ objective accomplishment. Setting local teams and personal objectives in conformity with the service organization's objectives. Conduct employees’ evaluations. Employees’ recruitment – involvement in candidates’ interviews and recruitment process.

For that mission you’ll need: Education in the field of Telecommunications Engineer, Electrical Engineer or Equivalent High interpersonal skills, independent & self-reliant character with good initiative with excellent communication skills in English language. Experience as a support team leader position. Ability to manage a team of international and disperse groups of highly technical engineers. Ability to work under pressure Strong collaborator and communicator with the ability to build long-term relationships and trust. Excellent communication skills, verbal and written Ability to work under high pressure. Organized and methodical. Able to view the big picture without losing the details. Excellent English Ability to travel about twice a Quarter (Europe) An endlessly curious mind