Technical Support Manager

Orlando, Florida, United States Full-time

iboss has created the first and only Distributed Gateway Platform specifically designed to solve the challenge of securing distributed organizations. Built for the cloud, iboss leverages an elastic, node-based architecture that provides advanced security for today’s decentralized organizations and scales to meet the ever-increasing bandwidth needs of tomorrow. The iboss Distributed Gateway Platform is backed by more than 100 patents and protects over 4,000 organizations worldwide, making iboss one of the fastest growing cybersecurity companies in the world.


Technical Support Managers oversee one or more technical support teams that consist of a Lead Technical Support Engineer and several Technical Support Engineers. Those teams provide technical support to our diverse enterprise customer base. Technical Support Managers (TSMs) are responsible for the overall performance of technical support function at iboss which is comprised of phone, chat, ticket (email), and occasionally in-person interactions with customers. TSMs handle schedules, performance reviews, and staff development for team members and also act as a technical and strategic escalation point, interfacing directly with customers as necessary to ensure the highest levels of customer satisfaction are achieved.


  • Ensure optimal performance of technical support team(s).
  • Under the direction of the Technical Support Director, develop and maintain processes and procedures for technical support services.
  • Mentor and aid in professional development of team members
  • Act as a strategic and technical escalation point for TSEs
  • Communicate customer issues to sales and customers success teams to provide account/relationship management in concert with technical remediation of any issues.
  • Work closely with product management teams to report any product issues that reduce customer satisfaction and increase load on the support team(s).
  • Work closely with the Technical Quality Assurance Manager to ensure proficiency gaps are resolved.
  • Work closely with the learning and development teams to ensure that staff are enabled to provide world-class customer service
  • Monitor support systems to ensure compliance with policies, procedures, and SLAs
  • Bubble up any critical issues or issues that impact multiple customers to the Technical Support Director



The responsibilities described above are essential functions of the job. The qualifications below are representative of the knowledge, skills, qualities, and/or abilities required. 

  • Previous technical support experience
  • Previous management experience
  • College degree, CS, IT, or MIS preferred
  • Possess a strong work ethic and team player mentality
  • Excellent communication skills both verbal and written
  • 3-5 years of experience designing and supporting multilayer IP networks; routing and switching
  • 3-5 years of experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
  • 3-5 years of experience managing Windows Server or Red Hat Linux server environments; Expert level with Linux
  • 3-5 years of experience managing large (>1k seat) Windows and Mac workstation deployments
  • 3-5 years of experience managing DNS; Microsoft or Bind
  • Experience with Virtualization and specifically VDI implementations
  • Experience with acquiring and analyzing packet captures
  • Experience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devices
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Strong detail orientation and listening skills.
  • Strong decision making and analytical abilities


  • Health, Vision, Dental, Chiropractic - open to domestic partners
  • 401K with company match
  • Paid Time Off (PTO)
  • Company paid holidays
  • Optimistic, supportive, and FUN work environment
  • Free catered lunches every Friday
  • Free snacks

The duties and responsibilities described above are essential functions of the job. iboss, Inc. is an EEO/AA/M/F/Vet/Disability Employer 

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