Manager, Global Service & Support

Job Locations US-ID-Boise
Job Post Information* : Posted Date 4 weeks ago(1/12/2023 4:40 PM)
Enterprise Support


Cradlepoint was born in Boise and built for wireless. We are a team of authentic, hard-working, and innovative people driven by a shared vision to Connect Beyond the limits of wired networks. We help customers — big and small, across industries and around the world — utilize LTE and 5G cellular technology to connect people, places, and things, anywhere. We’re at the forefront of the Wireless WAN and 5G — the next big waves in networking — and we remain as hungry and humble as the day we started. If you’re hungry to be part of something big, come join us.


How Will You Contribute to the Company?


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 continue to provide our customers with 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 in 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.  


What Will You Do?

  • 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 the information given and performs annual performance appraisals
  • Handles difficult customer inquiries and complaints referred by Support Agents
  • Understand 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
  • Ability to engage with other teams within GSS to provide direction and support to address and manage customer issues


Minimum Qualifications

  • Seven plus (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
  • Knowledge of major Operating Systems, including but not limited to; Windows, Mac OS/X, and Linux

Bonus Points:

  • Salesforce Service Cloud


Note: Did you know that women and other marginalized groups often hold back on applying to jobs if they don’t meet 100% of all listed requirements? We don’t want you to hold back! If you don’t check every single box above but still feel like you could successfully do the work, we encourage you to apply! We’d love to connect and see how you could add to our team.


Why Cradlepoint?


At Cradlepoint, we’re one team - all in on inclusion. Celebrating the uniqueness of our individual team members across the globe helps us build diverse teams where we all can thrive. Our connected, community-focused culture enables each one of us to perform at our best and fully be ourselves.


Our Cradlepoint values drive everything we do:

  • Stay humble and hungry: Be a curious learner, resilient, and competitive.
  • Don’t point a finger; lend a hand: We are one team! Communicate, provide support, and lift others.
  • Make a difference: Prioritize, innovate, differentiate, and think big for customer success. Make a difference in work and in our communities.
  • Keep it simple: Eliminate complexity. Reduce time to value.
  • Enjoy the ride: Celebrate – appreciate – grow.
  • Trust, Respect, and transparency: Be ethical, data-driven, respectful, and straight shooters who share openly.

We are creating the future of global connectivity & community. Come join us. You belong here.


Compensation and Benefits at Cradlepoint 

At Cradlepoint, we know that our people are the key to our success. We offer a competitive compensation and benefits package to help with your individual needs and goals.  


Your Pay: 

The actual salary offered is dependent on various factors including, but not limited to, location, the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience. Your pay also includes the opportunity for an annual bonus. This variable pay opportunity is dependent upon the attainment of agreed to goals and objectives as determined by Cradlepoint’s Senior Leadership team. Certain eligibility and pro-ration rules apply. 


Your Health: 

Cradlepoint offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution. For California employees, we offer a subsidized HMO option through Kaiser. Cradlepoint also offers subsidized dental and vision coverage. 


Your Financial Security: 

We invest in both your short and long-term financial wellbeing. Cradlepoint’s 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits. 


Your Time: 

Your work-life balance is important to us. Cradlepoint provides generous paid time off, including: 15 days of Flexible Time Off (FTO), four paid quarterly well-being days, and 11 paid annual holidays (includes nine company holidays and up to two floating holidays). Please note that an employee’s FTO balance and floating holidays may be prorated in the first year, based on start date.   Cradlepoint also offers paid maternity-leave benefits and six weeks 100% paid family leave for all employees. 


Additional Benefits: 

Cradlepoint offers other company-paid benefits such as a comprehensive Employee Assistance Program, a free Headspace membership, LinkedIn Learning access, Talkspace mobile therapy, and volunteer paid time off. 




Cradlepoint’s Diversity, Equity, Inclusion, and Belonging mission is to create an inclusive work environment where all employees’ differences are celebrated, their thoughts matter, and everyone feels safe to bring their authentic selves to work. We’re proud to be an equal opportunity employer and aim to attract, develop, and engage top talent from a diverse candidate pool. It is our policy and commitment to provide equal opportunity employment for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law.


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