Support Engineer • Lead

Who you are

You have a proven track record in support engineering, ideally with experience in leading teams and ensuring customer satisfaction. Your ability to mentor and guide team members is complemented by your strong communication skills, allowing you to effectively relay customer feedback to product teams. You understand the importance of creating world-class experiences for customers and are dedicated to making their lives easier through reliable support interactions.

You thrive in a collaborative environment and are comfortable working closely with both technical and non-technical teams. Your experience in IT or security platforms gives you a solid foundation to understand customer needs and challenges. You are proactive in identifying potential issues and are skilled at resolving them efficiently, ensuring that customers feel supported and valued.

What you'll do

As the Manager of Support Engineering, you will lead a team of Support Engineers, providing mentorship and guidance to help them excel in their roles. You will be the primary point of escalation for any customer issues, ensuring that they are resolved quickly and effectively. Your role will involve analyzing customer feedback and insights, which you will share with the product team to help improve the overall customer experience.

You will work in the London office five days a week, fostering a culture of collaboration and support within your team. Your responsibilities will include developing training programs for new team members, conducting regular performance reviews, and implementing best practices for customer support. You will also be responsible for tracking key performance indicators to measure the success of your team and identify areas for improvement.

What we offer

Kandji offers a dynamic work environment where you can make a significant impact on customer satisfaction and team performance. You will have the opportunity to work with cutting-edge technology in the AI-powered security and IT space, contributing to a company that is recognized for its employee engagement and satisfaction. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.