# Senior Manager, Technical Support & Services

**Company:** [Doppel](https://hotfix.jobs/companies/doppel)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $165k – $190k/yr
**Experience:** 8+ years
**Skills:** Technical Support, Customer Engineering, Technical Troubleshooting, Root Cause Analysis, Enterprise Saas, Cybersecurity, Cloud Platforms, APIs, SSO, Identity Systems, Integrations, Zendesk, Jira, Linear, Workflow Automation
**Posted:** 2026-08-14

> Leads a blended technical support and services organization, improving frontline resolution, escalations, integrations, and customer-facing technical delivery. Requires 8+ years in technical support or related post-sales functions and 3+ years managing technical customer-facing teams.

## Job Description

## 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.

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