Senior Manager, Product Support
About the role
Accountabilities
Lead and develop a technical support team of senior engineers, fostering a high-performance environment focused on customer outcomes and technical excellence.
Guide the resolution of complex technical issues involving enterprise security products, networking, and related technologies.
Manage case-level and account-level escalations, coordinating support engineers and cross-functional stakeholders to address customer concerns and drive timely resolution.
Serve as a senior escalation point for critical customer issues, communicating clearly and empathetically with customers and internal stakeholders.
Monitor and improve operational performance using metrics such as customer satisfaction (CSAT), Net Promoter Score (NPS), time to resolution (TTR), and escalation rates.
Identify opportunities to improve support processes, workflows, tooling, and operating practices to increase efficiency and consistency.
Develop and implement technical training and enablement programs that strengthen the capabilities of the support organization.
Partner across the customer success organization and other technical teams to improve product adoption and customer outcomes.
Apply data and customer insights to identify recurring issues, operational trends, and opportunities for systemic improvements.
Stay hands-on enough to understand complex technical challenges and help guide teams toward effective solutions.
Promote continuous learning, feedback, collaboration, and ownership across the support organization.
Navigate ambiguity, balance strategic priorities with hands-on execution, and proactively identify and communicate risks or impediments.
7+ years of experience in technical support or a related technical field, including at least 3 years of people-management experience.
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent relevant industry experience.
Demonstrated experience leading and developing technical support or engineering teams, preferably in an enterprise technology environment.
Strong troubleshooting expertise and knowledge of networking and cybersecurity concepts, including SSL/TLS, HTTP, DNS, firewalls, and related technologies.
Proven ability to manage complex customer escalations and communicate effectively with technical and non-technical stakeholders.
Experience using customer and operational metrics such as CSAT, NPS, TTR, and escalation rates to identify improvements and measure outcomes.
Foundational understanding of AI and machine-learning technologies, with experience using, securing, or positioning AI-driven solutions to improve outcomes in your functional area.
Strong process-improvement skills and a track record of implementing initiatives that increase operational efficiency and support quality.
Excellent written and verbal communication skills, with strong interpersonal judgment and the ability to build trust during high-pressure situations.
A proactive ownership mindset, strong integrity, and the ability to balance strategic thinking with hands-on execution.
Comfort operating in dynamic environments where priorities can change and solutions need to be developed through ambiguity.
Collaborative approach to leadership, with a commitment to empowering team members, receiving feedback, and continuously learning.
U.S. citizenship is required due to the nature of the customers assigned to this position.
Base salary range of $172,000–$215,000 USD, excluding applicable bonus, commission, equity, and benefits.
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.
Additional employee perks and support programs.
Fully remote work arrangement within the United States.
Inclusive and collaborative work environment focused on ownership, trust, outcomes, and continuous feedback.
Reasonable accommodations and adjustments available throughout the recruiting process for qualified candidates.
Requirements
Benefits