Careers

VP Technical Services

Ramat Gan · Full-time

About The Position

MazeBolt is a fast-growing cyber-security startup with amazing people & product.

Our team developed the unique Radar™ testing technology that identifies DDoS vulnerabilities without downtime.

We solve the critical challenge of DDoS mitigation.

Job Description

We are looking for a VP of Technical Services to lead our Professional Services, Technical Account, and Customer Success team. You will be reporting to the Chief Executive Officer and be a part of the Leadership Team. In this role, the customer is at the forefront while managing people, performance, and expectations to ensure our business growth. We’re looking for someone with the understanding and experience of what qualitative and quantitate customer support success means. 

This role is for someone with proven experience in building and managing global technical support teams, has managed customer support procedures, and nurtures a commitment to being personable and attentive to client needs in a B2B company. The ability to work in a fast-paced environment independently is vitally important. You will be hands-on while also bringing strategic vision and an innovative approach to a customer-facing team and will be accountable for excellent service delivery, customer success, and professional service activities. You will be responsible for managing the day-to-day operations of the team including driving customer goals, product engagement, research, ongoing projects, and customer success.


Duties and Responsibilities

  • Lead, recruit and manage a world-class customer-facing team with strong technical capabilities.
  • Design and implement a Customer Success culture focused on execution, quality, mentorship, and open feedback.
  • Promote a “can-do” culture to constantly seek ways to improve and standardize our processes and practices. Create and share the best practices methodology with the customers and partners to drive our customer’s success and our partners’ success.
  • Lead global design and deployments of product installations.
  • Lead and manage research assignments & KPIs given to the team.
  • Act as the main admin for the organization’s ticketing system - develop our support organization's processes and adjust the ticketing system to fulfill its needs
  • Oversee support case management to ensure tickets are completed successfully and accurately in a timely manner and to the customer’s satisfaction
  • Ensure excellent product understanding and subject matter knowledge throughout the team.
  • Support the Sales team in all their activities.
  • Oversee support case management to ensure tickets are completed successfully and accurately in a timely manner and to the customer’s satisfaction
  • Collaborate with cross-functional teams and drive efforts as a leader.


Requirements

  • You are first and foremost a problem solver.
  • Bachelor’s degree in engineering, computer science or related field, or equivalent work
  • 5+ years experience managing a team of Professional services/customer success/Pre-Sales/operations. 
  • 2+ years of hands-on technical experience and a good technical understanding of network topologies, protocols or other areas of cybersecurity.
  • Service oriented, very strong interpersonal and communication skills
  • Excellent written and spoken English 
  • Proven leadership and management skills with demonstrated ability to thrive under pressure and maintain a can-do positive approach
  • Proven track record of consistently delivering high-impact results to meet clients’ needs.
  • Demonstrated experience managing multiple clients simultaneously.
  • Ability to work in a fast-paced, results-oriented culture.

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