Director / Sr. Director Operations

About our client: Kognitive Networks is at the forefront of digital transformation, specializing in advanced network management solutions that revolutionize how businesses connect, secure, and manage their networks. Our cutting-edge Kognitive Edge platform integrates comprehensive connectivity, security, and management tools, providing robust and reliable solutions across diverse industries. We are a startup driven by innovation and a commitment to excellence, with a particular focus on leveraging the latest wireless technologies such as 5G and Starlink. Position Overview: We are seeking a mid to senior level Operations leader with a strong technical background in the networking domain to join our dynamic team. The ideal candidate will have experience in direct customer interaction providing technical support, particularly within the network management or technology sector. Requirements Key Responsibilities: Lead, manage and mentor the technical support team, ensuring high performance and productivity. Direct interaction with customers to understand the problems and issues and be the first line of support to help triage. Closely work with tier 2 / tier 3 support teams for complex issues. Develop and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction. Implement and monitor customer support metrics to measure performance and identify areas for improvement. Facilitate communication and collaboration across cross-functional teams including engineering, sales, and marketing. Develop and maintain project plans, timelines, and progress reports to ensure trouble tickets are managed in a timely and appropriate manner. Qualifications: Bachelor’s degree in Computer Science, Engineering, or a related field. 10 to 15 years of experience in technical support within the networking domain. Strong technical background with a solid understanding of TCP/IP, routing protocols, routers and switches, Linux, and virtual machines. Experience with SD-WAN, and security related skills: SASE, ZTN, CASB a plus. Proven experience in leading and managing a technical support team. Strong problem-solving skills and the ability to troubleshoot complex technical issues. Excellent communication and interpersonal skills. Strong organizational and project management skills. Ability to work in a fast-paced environment and handle multiple priorities. Experience in a startup environment is highly desirable. Why Join our client? Be part of a pioneering team that is shaping the future of network management. Opportunity to work with cutting-edge technologies and innovative solutions. Collaborative and inclusive work culture that values continuous learning and growth. Flexibility to work remotely. If you are passionate about technology and looking for a challenging and rewarding opportunity to make a significant impact, we would love to hear from you. Originally posted on Himalayas