Sr Manager - Technical Support

Sr. Manager, Technical Support must support a remote-first, flexible shift schedule. In this role you will lead our talented team of Support Engineers, Team Leaders, and Managers. In this critical role, you will be responsible for ensuring our customers receive world-class technical support for our complex cybersecurity products. You will build and mentor a high-performing team, drive operational excellence, and act as a key liaison between our customers and our product and engineering teams. This is an exciting opportunity for a technical leader with a passion for cybersecurity, customer success, and building scalable support operations in a dynamic SaaS environment.

Key Responsibilities

• Team Leadership & Development:

  • Lead, mentor, and develop a team of highly skilled Support Engineers, Team Leaders, and Managers, fostering a culture of continuous learning, collaboration, and accountability.

  • Conduct regular weekly one-on-one meetings, performance reviews, and provide constructive feedback to drive individual and team growth.

  • Recruit, Interview, onboard, and retain top talent to scale the team effectively.

  • Oversee daily operations, including work allocation, scheduling, and ensuring adequate coverage for 24/7 support (if applicable).

• Operational Excellence & Customer Satisfaction:

  • Ensure the team consistently meets and exceeds Service Level Agreements (SLAs) and key performance indicators (KPIs) for response times, resolution times, and customer satisfaction.

  • Serve as an escalation point for complex technical issues, providing expert guidance and hands-on troubleshooting when necessary.

  • Lead Incident Command, Account Escalation, and Case Escalation Protocols and Continuous Improvement

  • Collaborate with customers to understand their needs, gather feedback, and translate insights into actionable improvements for our products and services.

  • Implement and optimize support processes, tools, and documentation to enhance efficiency and customer self-service capabilities.

  • Proactively identify and address potential customer pain points and areas for improvement in the support experience.

• Technical Expertise & Collaboration:

  • Maintain a deep understanding of ‘next gen’ customer success technologies and processes, which drive self-service, organizational efficiencies, and productivity improvements (e.g., AI Agents, Unified Search, Team Collaboration Tools, Customer Health Scoring Methodologies, In-App Support, Proactive Support, etc.)

  • Maintain a broad understanding of our cybersecurity SaaS products, underlying technologies, and the broader cybersecurity landscape (e.g., XDR, EDR, NDR, IAM, SIEM, Cloud Security, etc.)

  • Work closely with Product Management, Engineering, and Customer Success teams to facilitate issue resolution, contribute to product enhancements, and provide valuable customer insights.

  • Contribute to the development of the online customer Community platform, including the internal knowledge base and external customer-facing documentation, to improve product self-serviceability.

  • Stay current with emerging threats, vulnerabilities, and industry best practices in cybersecurity.

• Strategic Contribution:

  • Participate in strategic planning for the support engineering function, including roadmap development and resource allocation.

  • Drive initiatives to improve the overall customer experience and product quality.

  • Represent the voice of the customer within the organization, advocating for their needs and priorities.

Required Qualifications

•  Bachelor's degree in Computer Science, Information Security, or a related technical field, or equivalent practical experience.

• [4+] years of experience in technical support or support engineering roles, with a strong focus on enterprise SaaS products.

• [8+] years of experience in a leadership or management role, leading technical support teams (minimum of 30 FTEs)

• Experience leading globally distributed teams

• Proven experience optimizing ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management) and support tools (e.g., Online Communities, Slack, Confluence, Gainsight)

• Excellent problem-solving, analytical, and troubleshooting skills, with the ability to analyze complex data sets.

• Strong communication (written and verbal), interpersonal, and presentation skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.

• Demonstrated ability to build strong relationships with customers and internal stakeholders.

• A customer-first mindset with a passion for delivering exceptional service.

• Ability to thrive in a fast-paced, dynamic, and evolving environment.

• Work cooperatively with others within the organization and other cross-functional stakeholders.

• Work well in fast-paced, high-stress environments.

• Ability to work a flexible schedule to meet the ever-changing needs of customers.

Preferred Qualifications

• Network Security Experience

• XDR, EDR, NDR, SIEM Experience

• Six Sigma

• Experience building out international/offshore locations

• Referenceable experience leading Digital Transformation initiatives