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Manager, Customer Support

Posted 8 days agoViewed

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💎 Seniority level: Manager, 7+ years in customer support or customer success engineering, with at least 3-5+ years in a leadership role

📍 Location: United States

💸 Salary: 135000.0 - 207000.0 USD per year

🔍 Industry: SaaS, Security

🏢 Company: Tailscale👥 51-100💰 $100,480,659 Series B over 2 years agoInfrastructureInformation TechnologyCyber SecurityNetwork Security

🗣️ Languages: English

⏳ Experience: 7+ years in customer support or customer success engineering, with at least 3-5+ years in a leadership role

🪄 Skills: LeadershipCloud ComputingCybersecurityAnalytical SkillsNetworkingTroubleshootingTechnical supportCustomer supportCustomer SuccessSaaS

Requirements:
  • 7+ years of experience in customer support or customer success engineering.
  • At least 3-5+ years in a leadership or people manager role.
  • Experience with SaaS products or in a security-focused technical environment.
  • Strong understanding of Cloud Service Provider landscape and networking concepts.
  • Expertise in troubleshooting technical issues related to cloud infrastructure and security.
  • Strong verbal and written communication skills.
  • Experience in creating technical documentation and knowledge bases.
  • Proven ability to lead and motivate a high-performing team.
  • Excellent analytical and problem-solving skills.
Responsibilities:
  • Manage, mentor, and develop a team of Customer Support Engineers.
  • Oversee the resolution of complex customer support tickets.
  • Collaborate with support operations to identify and implement process improvements.
  • Work with the technical writer team for knowledge base and troubleshooting guides.
  • Collect customer feedback for product improvement.
  • Monitor team performance through KPIs and SLA adherence.
  • Develop and deliver training programs for the support team.
  • Evaluate and implement tools and technologies to enhance efficiency.
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