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Manager, Global Support

Manager, Global Support

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Enterprise Support

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The Manager of Global Support will lead one of several Network Support Engineering teams and be a key member of the Global Service and Support leadership team.


Cradlepoint Global Service and Support (GSS) organization has an extraordinary culture.  The two primary things we love to do: Making sure Cradlepoint customers are successful and have fun doing it.  The GSS team is always working to improve our support capabilities and processes to assure we are industry leading and continually providing our customers a premium experience and results.  The candidate will need to be an innovative leader to contribute to the development of our new style of technical support.


The Manager is responsible for overseeing their assigned team in their daily activities, providing his/her team with leadership and skill development (both technical and business).  Other responsibilities may include internal partner relationship management, support technology vendor management, and program budget management.  Participation on the GSS leadership team includes collaborating on GSS strategy, leading strategic initiatives and measuring and optimizing team performance.


In addition to technical experience the Manager of Global Support must have good communication, interpersonal, organizational, and presentation skills; as well as be self-motivated and detail-oriented. 


The successful candidate will enjoy a competitive salary and generous benefits that include health and dental insurance, 401(k) plan, paid time off, nine paid holidays, a flexible work schedule and casual dress environment.


  • Assures the Enterprise Support Team is effective and efficient, meeting the needs of our customers through the use of appropriate, ongoing evaluation systems and professional growth strategies
  • Work with peers and leadership to develop and implement strategic plans, initiatives, and direction
  • Sets productivity standards and goals for Support Engineers and monitors daily/weekly/monthly progress to ensure professionalism, accuracy, and use of information given and performs annual performance appraisals
  • Handles difficult customer inquiries and complaints referred by Support Agents
  • Understand of Networking concepts around how large networks are designed and implemented
  • Good understanding of troubleshooting techniques. via the phone, chat, email and on occasion direct contact
  • Technical writing (i.e. documenting solutions, writing technical articles, developing training materials, etc.
  • Good understanding of maintaining case management records using CRM
  • Recommend enhancements to Cradlepoint Products and Services


  • 7+ years of experience and Bachelor’s level degree in a relevant field, or equivalent combination of experience, education, and relevant industry certifications. (Examples of relevant fields include but are not limited to: Network Administration, Network Engineering, Network Architecture, I.T. Management, and Systems Administration)
  • Management experience
  • Leadership practices and development and team building
  • Project management experience and methodology knowledge
  • Experience with annual strategic cycles including performance management and budgeting
  • Ability to conduct analytics and determine actions from analysis
  • Excellent communication, interpersonal, organizational and presentation skills
  • Networking Technical proficiency
  • LAN/WAN Layer 2 & 3 network topologies (i.e. MPLS, BGP, OSPF, EIGRP, LLDP, VLAN, etc.)
  • Virtual Private Network and tunnel solutions (i.e. DMVPN, TLS, IPSEC, GRE, L2TP, etc.)
  • Network Security (i.e. UTM, Firewalls, IDS/IPS, SBC, ACL, NAT)
  • Understanding of Enterprise grade networking equipment (i.e. Cisco, Juniper, Fortinet, Palo Alto, etc.)
  • Cloud Based Network Management Solutions
  • Understanding of Enterprise grade network software services (i.e. SNMP, DNS, AD, RADIUS, TACACS, PKI)
  • Other Technical experience
  • Salesforce Service Cloud is a plus
  • Knowledge of major Operating Systems, including but not limited to; Windows, Mac OS/X and Linux