iboss Careers - Director of Technical Support, Orlando, Florida

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Job description

iboss Careers Contact Us Blog Customer Login Request Demo Platform Why iboss How it Works Revolutionary Architecture Innovative Capabilities Unamtched Benefits Gartner's Magic Quadrant Solutions By Need Secure Web Gateway Data Loss Prevention Malware Protection Web Filtering Advanced Threat Protection GDPR By Industry Finance Government Healthcare K-12 Manufacturing Retail By Role Business Tech Compliance Purchase Packaging Partners Partner Program Overview Partner Application Find a Partner Technology Alliances Partner Portal Resources Case Studies Webinars Videos and Infographics eBooks & Whitepapers Data Sheets Analyst Resources Events Support Support Center About Our Story Leadership Board of Directors Press In the News Careers Job Listings { "@context": "http://schema.org", "@type": "JobPosting", "datePosted": "2025-09-08", "description": "

Company Overview\u00A0iboss is a cloud security company that enables the modern workforce to connect securely and directly to all applications from wherever they work. Built on a containerized cloud architecture, iboss delivers security capabilities such as SWG, malware defense, RBI, CASB and data loss prevention to all connections via the cloud, instantaneously and at scale. This eliminates the need for traditional network security appliances, such as VPNs, firewalls and web gateway proxies, which are ineffective at protecting a cloud-first and mobile world. Leveraging a purpose-built cloud architecture backed by 230+ issued and pending patents and more than 100 points of presence globally, iboss processes over 150 billion transactions daily, blocking 4 billion threats per day.\u00A0More than 4,000 global enterprises trust the iboss Cloud Platform to support their modern workforces, including a large number of Fortune 50 companies. To learn more, visit https://www.iboss.com/\u00A0At iboss, we believe that exceptional employees are the key to our success. Our teams are hands on, diverse, nimble, and highly empowered to drive excellence. Be a part of the team that will transform the way cybersecurity is delivered!\u00A0\u00A0\u00A0\u00A0Job Description\u00A0\u00A0\u00A0\u00A0\u00A0\u00A0\u00A0The VP of Technical Support will lead and provide technical vision and strategy for Technical Support and Services. Build supportive and reliable relationships across the organization, customers, and partners. Identify training needs for technical, soft skills and service excellence. Meticulously monitor the metrics and take action to drive best in class service to our customers and directly contribute to business growth.\u00A0\u00A0The VP will oversee a team of global Technical Support Engineers and Technical Account Managers who interface directly with our Enterprise (Commercial, Government, K12) customers via live chat, ticket system, and telephone to assist them with technical support issues or inquiries. An ideal candidate for this role will have a wide breadth of knowledge and experience with enterprise networks, systems, and cybersecurity. The outstanding candidate will also understand the challenges that administrators face when trying to secure their users and devices in today\u2019s borderless network landscape and have a track record of solving them and training, mentoring, and leading technical support teams.\u00A0\u00A0\u00A0\u00A0Responsibilities\u00A0\u00A0\u00A0\u00A0\u00A0\u00A0\u00A0

Building strong cross-different relations and being the trusted adviser and partner to the global teams is a key objective
As an active member of the Global Customer Support organization, we expect you to contribute to the Global support vision, bring initiatives to the table and collaborate on the long-term technical vision and strategy for Global Customer Support and Services, to support the company mission and vision
Build supportive and reliable relationships across the organization\u00A0and work with team leads and management to bubble up recurring issues or opportunities for product or process improvements
Create and submit knowledgebase entries to help improve customer self-service capabilities and share this internal knowledge to assist other internal team members
Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features

\u00A0Skills/Qualifications\u00A0\u00A0\u00A0\u00A0\u00A0\u00A0\u00A0 \u00A0 \u00A0\u00A0\u00A0\u00A0

10 + years of experience designing and supporting multilayer IP networks; routing and understanding network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
Required: Bachelor\u2019s degree in Engineering, preferred in Information Technology or Computer Science
Dedicated focus to provide every customer with a best-in-class service and share and train every team member to share in this philosophy
Previous experience leading and developing technical support teams
Highly developed sense of integrity and commitment to customer satisfaction and success\u00A0

Benefits\u00A0

Health, Vision, Dental
401K with company match
Unlimited PTO policy
Company paid holidays

The duties and responsibilities described above are essential functions of the job.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.\u00A0This position is not eligible for sponsorship of work visas\u00A0", "hiringOrganization": "iboss", "employmentType": "Full-Time", "industry": "Technical Support", "identifier": "ootNxfwV", "jobLocation": [ { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United States" } }, { "@type": "Place", "address": { "@type": "PostalAddress", "addressLocality": "Richmond", "addressRegion": "Virginia", "addressCountry": "United States" } }, { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United States" } }, { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United States" } }, { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United States" } }, { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United States" } }, { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United States" } }, { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United States" } }, { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United States" } }, { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United States" } }, { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United States" } }, { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United States" } }, { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United States" } }, { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United States" } }, { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United States" } } ], "title": "VP of Technical Support", "baseSalary": { "@type": "MonetaryAmount", "currency": "", "value": { "@type": "QuantitativeValue", "minValue": "", "maxValue": "", "unitText": "" } } } VP of Technical Support Technical Support Texas Richmond, Virginia Florida Illinois Massachusetts Michigan Ohio Pennsylvania North Carolina Texas Utah Virginia Arizona Minnesota United States Apply Description Company Overview iboss is a cloud security company that enables the modern workforce to connect securely and directly to all applications from wherever they work. Built on a containerized cloud architecture, iboss delivers security capabilities such as SWG, malware defense, RBI, CASB and data loss prevention to all connections via the cloud, instantaneously and at scale. This eliminates the need for traditional network security appliances, such as VPNs, firewalls and web gateway proxies, which are ineffective at protecting a cloud-first and mobile world. Leveraging a purpose-built cloud architecture backed by 230+ issued and pending patents and more than 100 points of presence globally, iboss processes over 150 billion transactions daily, blocking 4 billion threats per day. More than 4,000 global enterprises trust the iboss Cloud Platform to support their modern workforces, including a large number of Fortune 50 companies. To learn more, visit https://www.iboss.com/ At iboss, we believe that exceptional employees are the key to our success. Our teams are hands on, diverse, nimble, and highly empowered to drive excellence. Be a part of the team that will transform the way cybersecurity is delivered! Job Description The VP of Technical Support will lead and provide technical vision and strategy for Technical Support and Services. Build supportive and reliable relationships across the organization, customers, and partners. Identify training needs for technical, soft skills and service excellence. Meticulously monitor the metrics and take action to drive best in class service to our customers and directly contribute to business growth. The VP will oversee a team of global Technical Support Engineers and Technical Account Managers who interface directly with our Enterprise (Commercial, Government, K12) customers via live chat, ticket system, and telephone to assist them with technical support issues or inquiries. An ideal candidate for this role will have a wide breadth of knowledge and experience with enterprise networks, systems, and cybersecurity. The outstanding candidate will also understand the challenges that administrators face when trying to secure their users and devices in today’s borderless network landscape and have a track record of solving them and training, mentoring, and leading technical support teams. Responsibilities Building strong cross-different relations and being the trusted adviser and partner to the global teams is a key objectiveAs an active member of the Global Customer Support organization, we expect you to contribute to the Global support vision, bring initiatives to the table and collaborate on the long-term technical vision and strategy for Global Customer Support and Services, to support the company mission and visionBuild supportive and reliable relationships across the organization and work with team leads and management to bubble up recurring issues or opportunities for product or process improvementsCreate and submit knowledgebase entries to help improve customer self-service capabilities and share this internal knowledge to assist other internal team membersStay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features Skills/Qualifications 10 + years of experience designing and supporting multilayer IP networks; routing and understanding network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLSRequired: Bachelor’s degree in Engineering, preferred in Information Technology or Computer ScienceDedicated focus to provide every customer with a best-in-class service and share and train every team member to share in this philosophyPrevious experience leading and developing technical support teamsHighly developed sense of integrity and commitment to customer satisfaction and success Benefits Health, Vision, Dental401K with company matchUnlimited PTO policyCompany paid holidaysThe duties and responsibilities described above are essential functions of the job.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability. This position is not eligible for sponsorship of work visas Apply Apply Later ← Back to Current Openings Share lang: en_US Share LinkedIn Facebook Twitter Email Powered by Jobvite

Building strong cross-different relations and being the trusted adviser and partner to the global teams is a key objective
As an active member of the Global Customer Support organization, we expect you to contribute to the Global support vision, bring initiatives to the table and collaborate on the long-term technical vision and strategy for Global Customer Support and Services, to support the company mission and vision
Build supportive and reliable relationships across the organization\u00A0and work with team leads and management to bubble up recurring issues or opportunities for product or process improvements
Create and submit knowledgebase entries to help improve customer self-service capabilities and share this internal knowledge to assist other internal team members
Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features

\u00A0Skills/Qualifications\u00A0\u00A0\u00A0\u00A0\u00A0\u00A0\u00A0 \u00A0 \u00A0\u00A0\u00A0\u00A0

10 + years of experience designing and supporting multilayer IP networks; routing and understanding network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
Required: Bachelor\u2019s degree in Engineering, preferred in Information Technology or Computer Science
Dedicated focus to provide every customer with a best-in-class service and share and train every team member to share in this philosophy
Previous experience leading and developing technical support teams
Highly developed sense of integrity and commitment to customer satisfaction and success\u00A0

Benefits\u00A0

Health, Vision, Dental
401K with company match
Unlimited PTO policy
Company paid holidays

The duties and responsibilities described above are essential functions of the job.

Building strong cross-different relations and being the trusted adviser and partner to the global teams is a key objective
As an active member of the Global Customer Support organization, we expect you to contribute to the Global support vision, bring initiatives to the table and collaborate on the long-term technical vision and strategy for Global Customer Support and Services, to support the company mission and vision
Build supportive and reliable relationships across the organization\u00A0and work with team leads and management to bubble up recurring issues or opportunities for product or process improvements
Create and submit knowledgebase entries to help improve customer self-service capabilities and share this internal knowledge to assist other internal team members
Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features

\u00A0Skills/Qualifications\u00A0\u00A0\u00A0\u00A0\u00A0\u00A0\u00A0 \u00A0 \u00A0\u00A0\u00A0\u00A0

10 + years of experience designing and supporting multilayer IP networks; routing and understanding network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
Required: Bachelor\u2019s degree in Engineering, preferred in Information Technology or Computer Science
Dedicated focus to provide every customer with a best-in-class service and share and train every team member to share in this philosophy
Previous experience leading and developing technical support teams
Highly developed sense of integrity and commitment to customer satisfaction and success\u00A0

Benefits\u00A0

Health, Vision, Dental
401K with company match
Unlimited PTO policy
Company paid holidays

The duties and responsibilities described above are essential functions of the job.

{ "@context": "http://schema.org", "@type": "JobPosting", "datePosted": "2025-09-08", "description": "

Building strong cross-different relations and being the trusted adviser and partner to the global teams is a key objective
As an active member of the Global Customer Support organization, we expect you to contribute to the Global support vision, bring initiatives to the table and collaborate on the long-term technical vision and strategy for Global Customer Support and Services, to support the company mission and vision
Build supportive and reliable relationships across the organization\u00A0and work with team leads and management to bubble up recurring issues or opportunities for product or process improvements
Create and submit knowledgebase entries to help improve customer self-service capabilities and share this internal knowledge to assist other internal team members
Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features

\u00A0Skills/Qualifications\u00A0\u00A0\u00A0\u00A0\u00A0\u00A0\u00A0 \u00A0 \u00A0\u00A0\u00A0\u00A0

10 + years of experience designing and supporting multilayer IP networks; routing and understanding network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
Required: Bachelor\u2019s degree in Engineering, preferred in Information Technology or Computer Science
Dedicated focus to provide every customer with a best-in-class service and share and train every team member to share in this philosophy
Previous experience leading and developing technical support teams
Highly developed sense of integrity and commitment to customer satisfaction and success\u00A0

Benefits\u00A0

Health, Vision, Dental
401K with company match
Unlimited PTO policy
Company paid holidays

The duties and responsibilities described above are essential functions of the job.

VP of Technical Support

Technical Support Texas Richmond, Virginia Florida Illinois Massachusetts Michigan Ohio Pennsylvania North Carolina Texas Utah Virginia Arizona Minnesota United States