Are you a seasoned Customer Support Manager, looking for a high profile role managing a vital global support team for an industry leading software security company? You will oversee a global team of senior escalation engineers responsible for delivering top quality technical support, trend identification, issue reproduction and documentation. You will have the responsibility of managing the daily activities of a global team charged with handling Business as well as Consumer product escalations. The successful candidate should be detailed orientated, self-directed, highly self-motivated, have an analytical/problem solving mindset and able to balance team approach with personal initiative. Proven track record with customer-facing technical support and escalation management, able to stay cool under pressure handling multiple priorities, and maintaining high customer satisfaction is a must. At Webroot, we have an opportunity for you to use your strong customer support orientation and management experience to lead a truly global follow-the-sun team (in US, Ireland and Australia). Charged with taking our existing multi-site Global Customer Support organization to the next level, this role is tailor made for the support leader who can streamline and refine our services as we expand.  This is a phenomenal opportunity to leave your mark on an expanding organization that is already recognized for providing top notch support for our customers.  

 What You Bring:

• 4 years college degree in business management, computer science or related field
• 3+ years of experience managing advanced technical/customer support group(s) in the range of 10 professionals for a software/IT vendor
• Strong influencer, change agent, and ability to partner closely with other teams inside the organization
• Familiarity with technical support best practices, call-center infrastructure tools, support escalation processes and capacity/technical resource planning
• Excellent written and verbal communication skills with all customer levels and across all levels of the organization including critical problem analysis and resolution skills
• Technical proficiency in the following areas is a plus: Windows desktop and server, Mac, Android, iOS, networking, desktop applications, security software, and web applications​

DESIRED SKILLS (one or more):

 Knowledge of the following:

• Software Quality Assurance
• Product or Project Management
• Remote Assistance experience
• Antivirus software troubleshooting

At Webroot, we do more than secure our customers' personal computers, mobile devices and networks. We also nurture our employees' most critical assets – their talents, experience, and career aspirations. Webroot has the energy of a start-up with the strength and stability of an Internet security market leader. We foster the innovative culture you'd expect of a company that's making a statement. Webroot is a company in which you can invest yourself fully, knowing that you're not only protecting our customers around the world, but also that your talents and innovation will be recognized and rewarded. We encourage you to learn more about us and explore our job openings. Secure your future. Ensure the same for your career. Principals only - no third parties, please. Webroot Inc. is an Equal Opportunity Employer.