TAC Manager (Security Team)

Job Title: TAC Manager Location: Bangalore Department: Technical Assistance Center (TAC) About the Role The TAC Team Manager (Technical Customer Support Lead) will oversee a team of technical support specialists responsible for resolving customer issues with speed and accuracy. This role ensures operational excellence by driving technical troubleshooting standards, enhancing customer satisfaction, and fostering a highperforming, collaborative support team. The ideal candidate combines strong technical depth with proven leadership, exceptional communication skills, and a customerfirst mindset. Key Responsibilities Team Leadership & Performance Lead, mentor, and support a team of technical support specialists to ensure highquality service delivery.Conduct regular performance reviews, provide coaching, and drive team development.Foster a positive, inclusive, and collaborative team culture.Customer Support & Issue Resolution Provide handson technical support via phone, email, or chat.Analyze, diagnose, and resolve technical issues through detailed troubleshooting.Manage and prioritize personal and team ticket queues.Operational Excellence & Escalations Ensure SLAs for response and resolution times are consistently met.Handle escalations and engage higherlevel support or engineering teams when needed.Monitor KPIs and support metrics to identify trends and improvement areas. CrossFunctional Collaboration Work closely with product development, engineering, sales, and account management teams to resolve customer concerns holistically.Relay customer insights and feedback to influence product improvements.Documentation & Knowledge Sharing Create and maintain technical documentation, SOPs, and knowledge base articles.Develop and deliver training programs for new and existing team members.Process & Tool Improvement Recommend and evaluate support tools, systems, and workflows for efficiency gains.Lead initiatives to enhance team productivity and customer experience.Continuous Learning & Industry Insight Stay updated with product updates, industry trends, and competitive offerings.Contribute to meetings and discussions related to product, process, and performance improvements. Requirements Bachelors degree in computer science, Information Technology, or equivalent work experience.5+ years in technical customer support, including 2+ years in a leadership/supervisory role.Strong understanding of troubleshooting methodologies and technical problemsolving.Proficiency with ticketing systems, CRM tools, and remote support platforms.Excellent verbal and written communication skills.Experience managing escalations and complex technical issues.Strong organizational and multitasking abilities.Proven experience in creating and maintaining technical documentation.Familiarity with KPIs and metrics in a support environment.Ability to collaborate effectively across departments.Customerservice orientation with the ability to stay calm under pressure.Knowledge of networking fundamentals, operating systems, and software applications.Experience developing and delivering technical or processbased training programs. What Were Looking For Strong leadership and teambuilding skillsExcellent communication and interpersonal abilitiesHighly analytical and detailoriented mindsetCustomerfirst approach and problemsolving attitudeAdaptability in fastpaced or demanding environmentsEmpathy and emotional intelligenceStrategic thinker with a focus on continuous improvementAbility to manage conflicts and difficult conversationsStrong accountability, reliability, and timemanagement skillsResilience and composure under pressureHigh integrity and commitment to confidentialityCreativity and willingness to innovateSelfdriven with a strong work ethic and sense of ownershipAbility to inspire, motivate, and uplift team members If you find the above JD relevant, pls share me your updated resume to richas@checkpoint.com Job Title: TAC Manager Location: Bangalore Department: Technical Assistance Center (TAC) About the Role The TAC Team Manager (Technical Customer Support Lead) will oversee a team of technical support specialists responsible for resolving customer issues with speed and accuracy. This role ensures operational excellence by driving technical troubleshooting standards, enhancing customer satisfaction, and fostering a highperforming, collaborative support team. The ideal candidate combines strong technical depth with proven leadership, exceptional communication skills, and a customerfirst mindset. Key Responsibilities Team Leadership & Performance Lead, mentor, and support a team of technical support specialists to ensure highquality service delivery.Conduct regular performance reviews, provide coaching, and drive team development.Foster a positive, inclusive, and collaborative team culture.Customer Support & Issue Resolution Provide handson technical support via phone, email, or