Customer Service Supervisor - Technical Support

Supervisor, Customer Service Mgmt

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What You’ll Do

• Lead and mentor technical support engineers, assigning tasks and ensuring efficient issue resolution.
•  Support, coach, develop, and lead a team of technical support engineers to deliver world-class service.
• Motivate team members and address challenges that may arise in daily operations.
•  Identify areas for training and skills development to continuously improve team capability.
• Communicate organizational goals, priorities, and business needs to ensure clear expectations across the team.
• Monitor daily activities, including backlog management and workload distribution, ensuring SLA adherence and operational efficiency.
• Drive the Technical Support team to achieve high customer satisfaction and success, measured through defined KPIs and performance goals.
• Maintain a deep understanding of Armis products, solutions, and technical environments to provide guidance and subject-matter expertise.
• Provide managerial oversight and serve as an escalation channel for internal and external customers.
• Implement Knowledge-Centered Support practices to capture, share, and leverage knowledge for faster, higher-quality resolutions.
• Partner closely with Customer Success, Product Management, Program Management, and Engineering to develop and refine support processes and influence product quality.
• Develop, communicate, and enforce team policies, procedures, and operational standards.
• Review case updates from team members, providing coaching and feedback to improve communication and case handling.
• Conduct customer follow-ups and survey reviews to ensure feedback is addressed and service excellence is maintained.

Qualifications

What we expect

• 10–15 years of technical experience in IT, networking, or cybersecurity environments.
• 5+ years of proven management experience leading technical or customer support teams.
• Strong understanding of network protocols (TCP/IP, routing, switching).
• Expertise in network security technologies, including firewalls, IDS/IPS, and VPNs.
• Experience with security best practices, frameworks (such as NIST, CIS, etc), and compliance standards
• Experience with cloud platforms (AWS, Azure, or GCP).
• Proven ability to troubleshoot complex network, system, and security issues in enterprise environments.
• Excellent communication, collaboration, and problem-solving skills, with a focus on customer empathy and results.
• Demonstrated leadership experience, fostering team growth and accountability in high-performance environments.
• Relevant technical certifications such as CCNP, CCIE, CISSP, or CISA are highly desirable.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Experience Level

Senior Level