Tier 2 Support Team Lead

Perimeter 81 is looking for an enthusiastic, professional, and driven Tier 2 Support Team Lead.

In this role, you will lead the US support escalation team, solve complex customer issues, integrate the product with networking solutions (Firewalls, Virtual Gateways, Cloud Infrastructure, etc.), identify trends, and serve as the customer's voice as we grow our product.

If you are a skilled communicator, customer-focused and tech-savvy, this job is for you.

This position can be either Remote or in person at our US offices.

About Perimeter 81

Perimeter 81 is a leading cybersecurity unicorn that is redefining the way businesses connect their employees and resources in the new digital age of cloud and remote work. We’ve been recognized as a Gartner Cool Vendor and Forrester New Wave Leader™ and have raised over $100M from tier-1 investors such as Insight Partners, B-Capital, Toba Capital, and more. We have over 200 employees based in offices across New York, Los Angeles, and Tel Aviv and offer a global and multicultural work environment. We have 2,800 customers, including leading businesses of all sizes and all industries, and are growing fast.

As the Tier 2 Support Team Lead, you will be responsible for:

• Head internal escalations and communicate with the Customer Success, Sales, Product and R&D teams
• Strengthen collaboration between all teams in the support group and improve
• Lead and mentor the U.S team, making sure our customers meet our best resources in every interaction
• Act as a technical focal point in the team through hands-on experience
• Serve as a point of contact on customer escalations and ensure customer issues are resolved

Requirements

• Customer-oriented and friendly - drive to achieve a satisfied customer, not just technical resolution
• 3+ years of technical support engineering experience in a B2B environment
• Proven experience troubleshooting network deployments
• Ability to multi-task and work independently under pressure
• Excellent written and verbal communication skills in English - a must
• 2+ years leading support or another customer-facing team
• Self-starter, able to learn new technologies "on the fly"
• Experience in SaaS and\or cloud companies

Perimeter 81 is an Equal Opportunity Employer and does not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or disability