Manager- Technical Support

Job description

Who is Forcepoint? Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you! Living our team values of Trust, Teamwork, Accountability, and Winning Mindset, the Technical Support Manager provides strategic leadership to a team of Technical Support Engineers and escalation management across Forcepoint's Technical Support organization. You will lead a region-focused team responsible for anticipating, identifying, and resolving the technical support needs of our customers across our full product portfolio. In this role, you will drive operational excellence through data-informed decision-making, deep product knowledge, and collaborative partnerships with Sales, Engineering, and Customer Success. You will set the bar for technical depth, customer advocacy, and team performance—ensuring customers achieve maximum value from Forcepoint solutions while building a high-performing, retention-focused team. AI at Forcepoint At Forcepoint, we believe AI is a force multiplier—not a replacement for human ingenuity. We actively encourage every team member to embrace AI tools as part of their daily workflow: to accelerate analysis, automate repetitive tasks, surface insights faster, and free up cognitive bandwidth for work that requires distinctly human judgment, creativity, and collaboration. We are building a workforce fluent in AI—one that continuously experiments, learns, and applies emerging tools to deliver greater impact for our customers and mission. People who bring curiosity, adaptability, and a proactive approach to AI-augmented work will thrive here. Key ResponsibilitiesProvide strategic day-to-day management and mentorship to a team of Technical Support Engineers, fostering a culture of excellence, accountability, and continuous learning. Drive team performance using data-informed insights from Salesforce case analytics, JIRA tracking, and KPI monitoring—translating operational metrics into actionable coaching and process improvements. Partner with Sales and Sales Engineering to strategically manage high-value customer engagements, identify account health risks, and proactively escalate and resolve critical issues before they impact retention. Lead Technical Support's incident response and post-incident review for critical customer issues, ensuring root-cause analysis and preventing recurrence. Maintain deep product knowledge across Forcepoint's portfolio (DLP, DSPM, FDC, NGFW, WSG, CASB, SD-WAN, Cloud) and actively cultivate this expertise within your team through targeted training and mentorship. Collaborate with Engineering on escalation management, JIRA vetting workflows, and technical investigations; serve as the voice of customer needs and recurring support issues in cross-functional forums. Own hiring and retention of top technical talent; establish hiring standards, conduct interviews with technical rigor, and build a bench of high-performing engineers. Cascade departmental objectives to your team, translating them into clear team and individual goals tied to measurable outcomes. Complete accurate, meaningful performance reviews and conduct career development conversations with each team member. Participate in 24x7 follow-the-sun support coverage via on-call rotation; demonstrate hands-on escalation management when needed. Drive global and regional technical support initiatives aligned with departmental strategy. Required Competencies & ExperienceBachelor's degree in Computer Science, Information Technology, or equivalent professional experience in technical support or systems administration. 7+ years in technical support, with at least 3 years managing technical support teams of 8 or more engineers at a software vendor supporting mission-critical, on-premises and/or cloud systems. Deep technical foundation: ability to understand complex architecture, troubleshoot system-level issues, and mentor engineers on technical depth. Demonstrated expertise using Salesforce (or similar case management systems) to analyze case metrics, track performance, and identify operational trends. Experience managing escalations, workflows, and cross-functional collaboration between Support and Engineering. Proven track record of hiring, developing, and retaining high-performing technical teams; ability to establish hiring standards and conduct technically rigorous interviews. Strong data literacy: ability to develop dashboards, KPIs, and metrics-driven processes for continuous improvement. Excellent written and verbal communication; ability to influence stakeholders at multiple organizational levels. Alignment with our Management Team values: Empowerment, Responsibility, Leadership, Transparency, and Strategic Thinking. Desirable Skills & ExperienceExperience managing technical support teams across multiple regions or geographies (EMEA, APAC, AMER). Experience with software release management, version migrations, and handling upgrade-related customer impacts. Familiarity with AI-assisted tools for knowledge management, case analysis, and team productivity. Experience managing DSE (Designated Support Engineer) programs or premium/high-touch customer support. Background in compliance, regulated industries, or mission-critical system support. Hands-on experience with command-line tools, system logs, and diagnostics; comfort troubleshooting without a GUI. What We Value in You Operational intelligence: you ask good questions, analyze data before forming opinions, and make decisions grounded in facts—not assumptions. Technical credibility: you earn respect from engineers by demonstrating hands-on technical understanding and refusing to let issues slip through cracks. Customer-first mindset: you understand the business impact of support decisions and advocate fiercely for customer outcomes. Continuous improvement: you identify systemic issues, propose process changes, and measure impact. Transparency and directness: you communicate honestly with your team, peers, and leadership about what's working and what isn't. Collaboration over silos: you actively partner across teams, share knowledge, and celebrate cross-functional wins. Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team. The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity. Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to recruiting@forcepoint.com. Applicants must have the right to work in the location to which you have applied.