Senior Manager, Product Support

📋 Description

• Lead and develop a technical support team of senior engineers, fostering a high-performance
• Guide the resolution of complex technical issues involving enterprise security products
• Manage case-level and account-level escalations, coordinating support engineers and
• Serve as a senior escalation point for critical customer issues, communicating clearly and
• Monitor and improve operational performance using metrics such as customer satisfaction (CSAT), Net
• Identify opportunities to improve support processes, workflows, tooling, and operating practices to

🎯 Requirements

• 7+ years of experience in technical support or a related technical field, including at least 3
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent
• Demonstrated experience leading and developing technical support or engineering teams, preferably
• Strong troubleshooting expertise and knowledge of networking and cybersecurity concepts, including
• Proven ability to manage complex customer escalations and communicate effectively with technical
• Experience using customer and operational metrics such as CSAT, NPS, TTR, and escalation rates to

🎁 Benefits

• Base salary range of $172,000–$215,000 USD, excluding applicable bonus, commission, equity, and
• Comprehensive health plans designed to support employees and their families.
• Vacation and sick-time programs.
• Parental leave options.
• Retirement benefits and savings options.
• Education reimbursement to support continued professional development.