Director, Technical Support

Ottawa, CA, K1P 5J6

Technical Support

Job Purpose:

The Director of Technical Support - Americas is responsible for executing on the Global Support & Services strategy

aimed at improving the customer and partner experience ultimately helping grow overall sales and revenue. We’re looking for a results-oriented professional to manage a technical support team, as well as serve as our Ottawa office "Site Leader". This role includes all aspects of technical support, from customer/partner interaction and process development to delivering tools and leadership aimed at elevating the experience. You are a metrics-driven leader who has a proven track record of leading a support team and improving the overall experience through deepening customer and partner relationships, improving processes, coaching your team, and finding creative ways to solve challenges in a high-growth, product-driven technology company. You continually learn from support issues that are reactive and take proactive action to deflect such cases in the future. Lastly, you thrive on creating a fun and motivational environment that attracts the best of the best. This is a fantastic relocation opportunity for anyone hoping to move to the Ottawa region in Ontario.  Relocation assistance may be provided to the successful candidate.


Main Duties:

  • Develop and sustain a dynamic and winning customer and partner focused culture that contributes to the success of the overall organization
  • Lead, motivate and coach the team to ensure the highest possible quality of service to Sophos customers and partners
  • Evaluate the support service structure for the Ottawa region to continually improve the efficiency and effectiveness, identify specific departmental needs and talent opportunities
  • Mentor, develop and lead a high performance management and support service team; attract, recruit and retain top talent; provide mentoring as a cornerstone for succession planning and promote career development
  • Motivate team members; create an atmosphere of trust; leverage diverse view points and experiences; coach; encourage team dialogue, improvement and innovation
  • Manage the employee performance process as necessary by preparing, documenting and delivering development plans and performance evaluations
  • Develop and drive strategies to improve productivity by highlighting deficiencies and recommending and/or implementing changes in methods, processes and tools that improve support experience
  • Effectively communicate with your counterparts and implement best practices across the global support service organization
  • Maintain strong relationships with all key internal stakeholders including Sales, and Product Leadership to assess current support processes and methodologies and associated discipline and accountability, and implement necessary adjustments to optimize support service levels 
  • Establish relationship with Americas Sales leadership and act as a Key Partner with focus on keeping the sales organization proactively informed of issues for their respective partners and customers
  • Lead resolution of escalations and issues for all high priority, high visibility or critical accounts
  • Monitor and manage all KPI’s including customer satisfaction metrics and ensure feedback and escalations details are captured and conveyed internally to continually improve the customer and partner experience
  • Ensure solid financial management including budgeting, operating plan development, resource and capacity planning 
  • Establish and maintain positive relationships with local educational institutions to build a network of upcoming talent familiar with Sophos products
  • Develop and implement processes for management of schedules, workload, response, resolution and quality. 
  • Monitor and manage support engineer queues and escalate issues as necessary
  • Act as the Sophos Ottawa “Site Leader” to champion improving the employee experience, providing cross-functional leadership for office events and celebrate local successes and awards.


Skills & Experience:

  • Bachelor’s Degree in Computer Science and a minimum of 15 years related experience in a similar role
  • Extensive experience in a leadership or management role, preferably in the CyberSecurity sector
  • Strong technical background and knowledge of technical support platforms and software preferably SalesForce
  • Previous experience with process improvement
  • Demonstrated interpersonal and presentation skills and proven ability to engage, motivate, evaluate and mentor team members
  • Experience in interacting with senior leadership to influence policy and negotiate decisions within area of responsibility
  • Experience in working in partnership (provides input and data) with leadership to set goals and objectives for area of responsibility (i.e., corporate sub-discipline, sub-region, key product or technology platform
  • Ability to interact with customers, partners and vendors and negotiates on behalf of the business on matters related to own area
  • Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities
  • Ability to drive implementation and execution of sales and/or business results to achieve the strategy for area of responsibility
  • Experience in ensuring end-to-end execution of initiatives for area of responsibility


Equal Opportunities

Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.

If you choose to explore this opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.

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