Senior Manager, Global Technical Support

📋 Description

• Lead and mentor a team of technical support pros and/or offshore providers.
• Develop talent and SOPs for support, including workforce planning and KCS.
• Develop and execute support strategies aligned with company goals; analyze metrics.
• Manage resources across multiple time zones to ensure coverage.
• Drive customer satisfaction and manage escalations with direct engagement.
• Implement new technologies, including AI, to boost efficiency.

🎯 Requirements

• 7-10 years in B2B technical support with 3-5 years leading teams across geographies.
• Cyber Security product experience beneficial.
• Management experience with 3rd party offshore providers beneficial.
• Strong tactical decision-making and crisis management in evolving environments.
• Cross-functional collaboration with Product Management and Engineering.
• Proficient with CRM, Microsoft apps, JIRA/Confluence and related platforms.

🎁 Benefits

• Hybrid workplace with flexible collaboration.
• Global leadership team and cross-functional partnerships.
• AI/ML-enabled customer support innovations.
• Talent development and clear career growth paths.
• Collaborative, diverse culture with a focus on learning.