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APCON Technical Support Manager in Wilsonville, Oregon

Why APCON?

APCON, an industry leader in network visibility and security solutions, provides an unparalleled level of confidence to enterprise and midsize businesses seeking network insights for enhanced investigation, threat detection and response. Our customers include Fortune 1000 companies to midsize organizations as well as government and defense agencies. Organizations in over 40 countries depend on APCON solutions.

Purpose of Job

The Technical Support Manager will be responsible for managing the Customer Support Team and activities including providing technical support, training and assisting with installations for APCON?s state-of-the-art technologies. This will require working collaboratively with the APCON team and customers to drive timely and quality technical services, and customer support.

Responsibilities:

  • Provides hands-on technical management and leadership to Customer Support Team

  • Manages technical customer support initiatives including conducting remote product evaluations, configurations, trainings, and troubleshooting

  • Supports on-site installation, setup, and integration of APCON solutions

  • Manages internal and external technical training initiatives on APCON?s solutions

  • Focuses on continuous service improvement based on quality metrics and customer feedback

  • Compiles customer feedback and delivers it appropriately within APCON

  • Collaborates with internal and external teams to define technical support needs and new feature requests

  • Assists with pre-sales activities as needed

Qualifications and Requirements:

  • 3+ years? experience managing a customer support team in an IT setting

  • 7+ years? experience in network engineering or similar technical background

  • Ability to communicate technical information effectively to technical and non-technical stakeholders

  • Experience with enterprise IT infrastructures, management, monitoring, and security

  • Understands market and industry trends and technologies

  • CCNA, CCNP or equivalent network security certification highly preferred

Core Competencies:

  • Strong interpersonal skills; ability to communicate professionally across the organization

  • Excellent organizational, planning, presentation, troubleshooting, and multi-tasking skills

  • Ability to maintain a high level of confidentiality and professionalism

  • Strong attention to detail and exceptional customer support

  • Proficient in Microsoft Office Suite

  • Must be able to work independently and as a team member

  • Ability to prioritize and be flexible in a fast-paced environment

Education:

  • Bachelor?s Degree

Travel: Frequently, up to 25%

Physical Demands: To perform the duties of this position, you must have the ability to occasionally sit, stand, bend, twist, reach, carry, lift, pull, and push between 1-15 lbs.

Benefits:

  • Medical, dental and vision insurance

  • Company-paid short and long term disability

  • Flexible spending accounts

  • Healthy work-life balance and generous paid time off program

  • Retirement savings match

  • Professional development program

  • Volunteer time off and employee assistance plan

  • Collaborative and innovative work environment

  • On-site exercise facility

APCON is a drug-free workplace and EEO Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, natural origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status. Offers are contingent on the successful completion of pre-employment drug and background screenings. Please note that we follow Federal Guidelines regarding prohibited substances, even for those legal at the state level.

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