Position Summary:

We are seeking a highly motivated and experienced Customer Support and Project Engineering Team Leader to manage and lead a cross-functional team dedicated to delivering tailored development solutions and providing exceptional customer support. In this role, you will work closely with internal stakeholders and customers to drive the success of custom development projects while ensuring customer satisfaction and support excellence. You’ll be managing a dynamic and collaborative team, where innovation, customer focus, and technical excellence drive everything we do.

Key Responsibilities

Team Management

•  Lead and manage a cross-functional team of customer support and project engineering professionals.

• Guide and coach team members to enhance their technical and soft skills, ensuring efficiency and improved customer satisfaction.
• Set objectives and conduct periodic performance reviews at both team and individual levels

Customer Support Leadership:

• Lead the customer support team in providing top-notch service to clients through various channels (email, phone, live chat, etc.).
• Ensure customer issues are handled promptly, efficiently, and professionally while maintaining a high level of customer satisfaction.
• Manage support escalations to ensure timely resolutions as outlined in the escalation procedures and deliver effective internal and external reports, including Root Cause Analyses (RCA).
• Develop and implement customer support strategies to improve the overall customer experience and retention.
• Provide guidance and training to support team members, ensuring they have the necessary tools and knowledge to resolve customer queries.
• Track and analyze support metrics, identifying areas for improvement and optimizing team performance and customer experience.
• Responsible for the delivery process, delivery platform and managing the deliveries of maintenance updates to customers worldwide.

• Lead and oversee the development of custom software solutions tailored to the unique needs of clients, using Enea DPI Technology in heterogeneous environments.
• Collaborate with the product management team and R&D to ensure timely and high-quality delivery of projects, while keeping consistency with existing Enea DPI products.
• Work with stakeholders to gather and analyze customer requirements and translate them into clear development objectives.
• Propose technical solutions and evaluate development costs and schedule. Write SoW in collaboration with sales and pre-sales team members.
• Project management for projects to ensure alignment with development process, quality metrics and committed delivery dates.
• Ensure delivery content, binaries, documentation and training, is compliant with what was agreed with customer.

• Knowledge of IP networks and protocols, internet-based services, and related applications.
• Good understanding of network architecture and networking tools.
• Knowledge in Deep Packet Inspection (DPI) technology.
• Knowledge of the C programming language and its application in multi-threaded software development.
• Familiarity with relevant development technologies and customer support platforms (e.g, git, Jira).
  

• Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Excellent communication skills, both verbal and written, in English, with the ability to interact effectively with both technical and non-technical stakeholders.
• Ability to prioritize tasks, manage time effectively, and thrive in a fast-paced environment.
• Ability to handle and resolve customer complaints or escalations with professionalism and empathy.
• Organized, detail-oriented, and able to stay calm under pressure.
• Strong analytical skills with the ability to derive insights from data and customer feedback.
• Solid understanding of customer support best practices.
• Problem-solving skills with the ability to think critically and creatively.
• Project management skills.
• Customer oriented minded
  

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Earlier experience from leadership or managerial positions, with experience managing development and /or customer support teams.
• Proven experience in customer service or support
  
• Proven track record of delivering high-quality custom development projects on time and within budget.

Enea Embedded Security Business Group

Qosmos Deep Packet Inspection (DPI)-based technology identifies data traveling over networks in real time, providing a true picture of the traffic by identifying protocols, types of application, and extracting additional information in the form of metadata.

Qosmos DPI engine recognizes over 4500protocols and can extract over 5900 metadata - more than any other on the market. Equipment makers, telco and enterprise software vendors use the technology to gain application visibility, build security indicators, accelerate time to market and benefit from continuous signature updates.

Qosmos is also redefining Performance and Time-to-Market for Intrusion Detection Systems (IDS) via its Qosmos Threat Detection SDK, which helps cybersecurity software developers jump-start IDS development and boost the threat detection performance of their solutions. The Qosmos TD SDK embeds core functionalities from the industry’s best-in-breed IDS, Suricata, in a software development kit (SDK) that integrates tightly with Qosmos DPI engine.

About Enea

We are a world-leading specialist in advanced telecom and cybersecurity software with a vision to make the world's communications safer and more efficient.

Our solutions connect, optimize and protect communications between companies, people, devices and things worldwide. We are present in over 80 markets and billions of people rely on our technology every day when they connect to mobile networks or use the Internet.

Enea is headquartered in Stockholm, Sweden and is listed on NASDAQ Stockholm.