📍 Job Overview

Job Title: Technical Support Manager
Company: Armis Security
Location: San Jose, Costa Rica
Job Type: On-site
Category: Management
Date Posted: June 25, 2025
Experience Level: 10+ years
Remote Status: On-site

🚀 Role Summary

Lead and oversee a team of technical support engineers to resolve customer issues related to Armis products, ensuring timely troubleshooting and efficient problem resolution.
Maintain high customer satisfaction levels by actively managing the team, monitoring relevant metrics, and contributing to ongoing process and operations improvements.
Collaborate with other teams to develop new procedures, products, or improve existing support processes.

📝 Enhancement Note: This role requires a strong technical background and proven leadership skills to effectively manage a team of support engineers and ensure high customer satisfaction.

💻 Primary Responsibilities

Team Management:
- Supervise and mentor technical support engineers, assigning tasks and ensuring efficient issue resolution.
- Motivate team members and address any issues that may arise.
- Identify areas for new training or skills development.
- Monitor daily activities of each team member, including backlog management.
Customer Support:
- Provide managerial oversight of and contribute to technical support for Armis's customers.
- Serve as an escalation channel for internal and external customers.
- Implement knowledge-centered support efforts to achieve greater results.
Process Improvement:
- Develop and enforce policies and procedures.
- Monitor case updates sent by team members and help them with any improvements if needed.
- Reach out to customers for any surveys where a follow-up is required.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field.

Experience:

10-15+ years of technical experience
5+ years of management experience
Proven ability to troubleshoot complex network, systems, and security issues

Required Skills:

Strong understanding of network protocols (TCP/IP, routing, switching)
Expertise in network security technologies (firewalls, intrusion detection/prevention systems, VPNs)
Experience with security best practices, frameworks, and compliance standards
Expertise in cloud technologies like AWS
Excellent communication and problem-solving skills
Leadership experience in managing technical teams

Preferred Skills:

Relevant certifications like CCNP, CCIE, CISSP, CISA

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience in managing technical support teams.
Showcase problem-solving skills and customer satisfaction improvement initiatives.
Highlight any relevant certifications or training in network security and cloud technologies.

Technical Documentation:

Provide examples of process improvement projects and their outcomes.
Showcase any relevant customer feedback or satisfaction metrics.

💵 Compensation & Benefits

Salary Range: $80,000 - $100,000 USD per year

Benefits:

Health Insurance
Discretionary Time Off
Paid Holidays, including monthly "me" days
Highly inclusive and diverse workplace

Working Hours: Full-time, 40 hours per week, with flexibility for maintenance windows and project deadlines.

📝 Enhancement Note: The salary range provided is a guidance and may vary based on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cybersecurity and exposure management

Company Size: Medium-sized, with a focus on growth and innovation

Founded: 2015

Team Structure:

The technical support team is part of the Customer Experience department.
The team works closely with other departments such as Product Management, Program Management, and Engineering.

Development Methodology:

Agile/Scrum methodologies for sprint planning and continuous improvement.
Collaborative environment with cross-functional teams.

Company Website: Armis Security

📝 Enhancement Note: Armis is a growing company in the cybersecurity industry, focusing on protecting the entire attack surface and managing an organization's cyber risk exposure in real-time.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a management position, requiring a strong technical background and proven leadership skills.

Reporting Structure: The Technical Support Manager will report directly to the Director of Customer Experience and oversee a team of technical support engineers.

Technical Impact: The role will have a significant impact on customer satisfaction and the overall success of Armis's products by ensuring timely troubleshooting and efficient problem resolution.

Growth Opportunities:

Develop and grow the technical support team.
Contribute to the improvement of Armis's products and services.
Pursue relevant certifications and training to enhance technical skills and leadership abilities.

📝 Enhancement Note: This role offers opportunities for career growth and development within the technical support and management fields.

🌐 Work Environment

Office Type: On-site, with a collaborative and innovative work environment.

Office Location(s): San Jose, Costa Rica

Workspace Context:

Collaborative workspace with multiple monitors and testing devices available.
Cross-functional interaction with designers, marketers, and other teams.

Work Schedule: Full-time, with flexibility for deployment windows, maintenance, and project deadlines.

📝 Enhancement Note: The work environment at Armis is designed to foster collaboration and innovation, with a focus on continuous learning and improvement.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screen to discuss the role and assess communication skills.
Technical assessment to evaluate problem-solving skills and understanding of network protocols and security technologies.
On-site or video interview to meet the team, discuss the role in more detail, and assess cultural fit.
Final interview with the Director of Customer Experience to discuss the role's fit within the organization.

Portfolio Review Tips:

Highlight experience in managing technical support teams.
Showcase problem-solving skills and customer satisfaction improvement initiatives.
Prepare examples of process improvement projects and their outcomes.

Technical Challenge Preparation:

Brush up on network protocols, security technologies, and cloud technologies.
Prepare examples of complex network, systems, and security issues you've troubleshot in the past.
Practice explaining technical concepts clearly and concisely.

ATS Keywords: Network protocols, network security, cloud technologies, troubleshooting, communication, problem-solving, team leadership, customer satisfaction, KPI management, process improvement, training development, escalation management, collaboration.

📝 Enhancement Note: The interview process for this role will focus on assessing the candidate's technical skills, problem-solving abilities, and leadership potential.

🛠 Technology Stack & Web Infrastructure

Support Tools:

Ticketing system (e.g., Jira Service Management, Zendesk)
Collaboration tools (e.g., Slack, Microsoft Teams)
Project management tools (e.g., Jira, Asana)

Network & Security Technologies:

TCP/IP, routing, switching
Firewalls, intrusion detection/prevention systems, VPNs
Security best practices, frameworks, and compliance standards

Cloud Technologies:

AWS (Amazon Web Services)

📝 Enhancement Note: Familiarity with the mentioned tools and technologies is essential for success in this role.

👥 Team Culture & Values

Web Development Values:

Customer-centric approach
Continuous improvement and innovation
Collaboration and knowledge-sharing
High standards for technical excellence

Collaboration Style:

Cross-functional teams working together to achieve common goals
Regular communication and updates on project progress
Open and inclusive environment that encourages feedback and idea-sharing

📝 Enhancement Note: Armis values a collaborative and innovative work environment, with a focus on continuous learning and improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex network, systems, and security issues
Managing a team of technical support engineers to ensure high customer satisfaction
Implementing process improvements to enhance support efficiency and effectiveness

Learning & Development Opportunities:

Stay up-to-date with the latest network protocols, security technologies, and cloud technologies.
Pursue relevant certifications and training to enhance technical skills and leadership abilities.
Attend industry conferences and events to network with other professionals and learn about emerging trends.

📝 Enhancement Note: This role offers opportunities for technical growth and development, as well as the chance to make a significant impact on Armis's products and services.

💡 Interview Preparation

Technical Questions:

Be prepared to discuss your experience with network protocols, security technologies, and cloud technologies.
Prepare examples of complex network, systems, and security issues you've troubleshot in the past.
Demonstrate your problem-solving skills and ability to think critically about technical challenges.

Company & Culture Questions:

Research Armis's products and services, as well as their approach to cybersecurity and exposure management.
Prepare questions about the company's culture, values, and growth opportunities.

Portfolio Presentation Strategy:

Highlight your experience in managing technical support teams and driving customer satisfaction.
Showcase your problem-solving skills and ability to implement process improvements.
Prepare examples of your technical expertise and how you've applied it to resolve complex issues.

📝 Enhancement Note: The interview process for this role will focus on assessing the candidate's technical skills, problem-solving abilities, and leadership potential, as well as their cultural fit within the organization.

📌 Application Steps

To apply for this Technical Support Manager position:

Submit your application through the application link.
Customize your resume and portfolio to highlight your relevant experience in managing technical support teams and driving customer satisfaction.
Prepare for the technical assessment by brushing up on your network protocols, security technologies, and cloud technologies.
Research Armis's products, services, and company culture to demonstrate your interest and enthusiasm for the role.
Prepare for the interview process by practicing your problem-solving skills and thinking critically about technical challenges.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Manager (San Jose, Costa Rica)