Senior Manager, Product Support
New
J
JobgetherEnterprise security
Fully remote work arrangement within the United States.Full-TimeManager
Salary172,000 - 215,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 7+ years of experience in technical support or a related technical field, including at least 3 years of people-management experience.
- Required Skills
- CybersecurityPeople ManagementNetworking
Requirements
- Have 7+ years of experience in technical support or a related technical field, including at least 3 years of people-management experience.
- Hold a bachelor’s degree in computer science, information technology, or a related field, or have equivalent relevant industry experience.
- Demonstrate experience leading and developing technical support or engineering teams, preferably in an enterprise technology environment.
- Have strong troubleshooting expertise and knowledge of networking and cybersecurity concepts, including SSL/TLS, HTTP, DNS, and firewalls.
- Be able to manage complex customer escalations and communicate effectively with technical and non-technical stakeholders.
- Have experience using CSAT, NPS, TTR, and escalation-rate metrics to identify improvements and measure outcomes.
- Have a foundational understanding of AI and machine-learning technologies, including experience using, securing, or positioning AI-driven solutions.
- Demonstrate process-improvement skills and a track record of initiatives that increase operational efficiency and support quality.
- Bring written and verbal communication skills, interpersonal judgment, and the ability to build trust in high-pressure situations.
- Be able to balance strategic thinking with hands-on execution and work through changing priorities and ambiguity.
Responsibilities
- Lead and develop a technical support team of senior engineers.
- Guide resolution of complex technical issues involving enterprise security products, networking, and related technologies.
- Manage case-level and account-level escalations with support engineers and cross-functional stakeholders.
- Serve as a senior escalation point for critical customer issues and communicate with customers and internal stakeholders.
- Monitor and improve performance using CSAT, NPS, time to resolution, and escalation-rate metrics.
- Improve support processes, workflows, tooling, and operating practices.
- Develop and implement technical training and enablement programs.
- Partner with customer success and technical teams to improve product adoption and customer outcomes.
- Use customer data and insights to identify recurring issues, trends, and opportunities for systemic improvements.
View Full Description & ApplyYou'll be redirected to the employer's site
