Senior Manager, Technical Support & Services

Responsibilities

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 into a disciplined first line of validation, investigation, and resolution.
• Establish and enforce escalation-readiness standards with clear evidence, investigation findings, completed Support actions, routing rationale, and a specific task before escalation.
• 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 senior technical resources serving as the escalation point between Customer Support, Customer Success, Solutions Architecture, Product, and Engineering.
• Deliver scoped technical services, including integrations, reporting, configuration support, and complex technical projects.
• Partner with Customer Success Managers on technically complex customer needs while keeping commercial account ownership with Customer Success.
• Establish criteria for routing work among Support, Technical Services, Solutions Architecture, Product, and Engineering.
• Ensure specialist escalations include reproducible evidence, expected-versus-actual behavior, completed actions, and a specific technical request.
• Identify recurring advanced-support work that can be documented, automated, productized, or shifted to frontline Support.

Scale Through Systems and Knowledge

• Turn recurring investigations into playbooks, diagnostics, training, automation, and self-service.
• Improve shared understanding of alert lifecycles, detection pipelines, filtering behavior, integrations, and takedown workflows.
• Partner with Enablement to create technical training and certification programs.
• Identify high-volume manual work for automation, product integration, or self-service.
• Improve visibility across customer-facing and engineering workflows, including ownership, status, service levels, and next steps.
• Use case and escalation data to measure routing quality, Support-owned resolution, specialist escalation volume, and recurring technical demand.
• Build feedback loops from Support and Technical Services into Product and Engineering.

Requirements

• 8+ years in technical support, customer engineering, solutions, or post-sales.
• 3+ years managing technical customer-facing teams.
• Experience managing organizations that integrate frontline customer support with advanced escalation and technical services teams.
• Strong technical troubleshooting, escalation management, and root cause analysis skills.
• Experience supporting a complex enterprise SaaS, cybersecurity, cloud, data, or infrastructure product.
• Experience building support processes, service levels, escalation models, playbooks, and performance metrics.
• Experience partnering with Product and Engineering on customer escalations and product improvements.
• Ability to communicate with customer technical teams, security leaders, executives, and engineering stakeholders.
• Record of developing high-performing technical teams.
• Ability to bring structure and accountability to a fast-growing environment.
• Experience overseeing integrations, configuration, reporting, APIs, or scoped technical projects.

Nice-to-Haves

• Experience in cybersecurity, threat intelligence, digital risk protection, trust and safety, fraud, or social engineering defense.
• Familiarity with APIs, SSO, identity systems, integrations, cloud platforms, and enterprise security workflows.
• Experience building or scaling advanced support, support engineering, technical services, or customer engineering capabilities.
• Experience improving support resolution rates and reducing engineering escalations.
• Experience with Pylon, Zendesk, Jira, Linear, or similar workflow systems.
• Experience implementing global, follow-the-sun, or on-call support coverage.
• Familiarity with AI-assisted support, workflow automation, and customer self-service.
• Experience in a rapidly growing startup or similarly dynamic environment.

Compensation & Benefits

• Salary range: $165,000–$190,000 USD.
• Meaningful equity.
• Remote-first flexibility.
• Flexible PTO, comprehensive health benefits, and parental leave.