Senior Manager, Technical Support & Services

About Doppel

Doppel is building the future of social engineering defense. Our AI-native platform uses agentic AI to protect executives, employees, customers, and brands from phishing, impersonation, fraud, and other AI-powered threats across digital channels. We help some of the world’s most recognized brands detect and dismantle attacker infrastructure while strengthening employee resilience through threat-informed training and simulation. By unifying Digital Risk Protection, Human Risk Management, and Email Security, Doppel connects threats into a real-time intelligence graph to power faster disruption, smarter defense, and modern security awareness at scale.

The Role

We are looking for a hands-on technical leader to lead Doppel’s Technical Support & Services function, spanning frontline Customer Support and a team of senior technical resources responsible for advanced escalations, integrations, reporting, and complex customer technical needs.

You will strengthen the path from first-line support through advanced technical resolution, ensuring issues are investigated thoroughly, routed to the right owner, and resolved with minimal unnecessary escalation to Solutions Architecture or Engineering.

This is a player-coach role for someone who can run day-to-day support operations, develop senior technical talent, personally engage in complex escalations, and turn recurring customer work into scalable processes, documentation, automation, and self-service.

What You Will Do

Lead the Organization

• Lead a blended technical support organization consisting of frontline Support contractors and senior technical-services resources.
• Own day-to-day performance of the contracted Support team, including staffing, coverage, training, quality, productivity, and adherence to service-level standards.
• Coach and develop senior technical resources responsible for advanced troubleshooting, integrations, reporting, and complex customer requests.
• Define clear ownership boundaries across Support, Technical Services, Customer Success, Solutions Architecture, Product, and Engineering.

Improve Technical Service Delivery

• Evolve frontline Support from an intake-and-routing function into a disciplined first line of validation, investigation, and resolution that completes all documented Support-owned actions before escalation.
• Establish and enforce escalation-readiness standards requiring clear evidence, investigation findings, completed Support actions, routing rationale, and a specific task before work is handed to Technical Services, Solutions Architecture, Product, or Engineering.
• Improve routing accuracy and reduce duplicate, premature, or multi-team escalations.
• Ensure customers have a clear owner, consistent communication, and documented next steps throughout the case lifecycle.
• Lead critical or technically complex customer escalations when necessary.

Scale Through Advanced Technical Services

• Lead a team of senior technical resources serving as the escalation point between Customer Support / Customer Success and Solutions Architecture, Product, and Engineering.
• Deliver scoped technical services for customers, including integrations, reporting, configuration support, and other complex technical projects.
• Partner with CSMs on technically complex customer needs whi