TAC Team Manager

Job Title: TAC Team 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 skills
• Excellent communication and interpersonal abilities
• Highly analytical and detailoriented mindset
• Customerfirst approach and problemsolving attitude
• Adaptability in fastpaced or demanding environments
• Empathy and emotional intelligence
• Strategic thinker with a focus on continuous improvement
• Ability to manage conflicts and difficult conversations
• Strong accountability, reliability, and timemanagement skills
• Resilience and composure under pressure
• High integrity and commitment to confidentiality
• Creativity and willingness to innovate
• Selfdriven with a strong work ethic and sense of ownership
• Ability to inspire, motivate, and uplift team members

Check Point Software Technologies is a global leader in cyber security solutions, dedicated to protecting corporate enterprises and governments worldwide. For over 30 years, our mission has been to secure the digital world for everyone, everywhere. From pioneering stateful firewalls to our AI-powered, clouddelivered security solutions, we are committed to safeguarding organizations with an industry-leading 99.9% prevention rate.

Our Values

Check Point is committed to making the world a safer and more secure place, and this commitment applies to our work both on the internet and the physical world alike. We promote a safe, healthy, supportive and diverse work environment, with training and development opportunities for all employees. We achieved gender parity in our C Suite, and we are committed to equal opportunities and equal rewards for all.

If you find the above JD relevant, pls share me your updated resume to richas@checkpoint.com