Our client are a leading network security vendor seeking a Senior Manager - Technical Support to manage and develop their International (EMEA and APAC) Support teams.
Senior Manager, Technical Support (Remote)
We’re seeking a Senior Manager, Technical Support to lead a global, high-performing team of Support Engineers, Team Leads, and Managers. In this role, you’ll ensure customers receive world-class support for complex cybersecurity SaaS products, drive operational excellence, and serve as a key link between customers, product, and engineering teams. This opportunity is ideal for a technical leader passionate about customer success, cybersecurity, and scaling support operations in a fast-moving environment.
Responsibilities
Lead & Develop an International team (EMEA and APAC)
* Mentor and develop Support Engineers, Team Leaders, and Managers, fostering a culture of learning, accountability, and collaboration.
* Run weekly 1:1s, performance reviews, and provide coaching to support growth and high performance.
* Recruit and onboard top talent to scale a global support organization.
* Manage schedules, workload allocation, and operational coverage (including 24/7 support environments).
Drive Operational Excellence
* Ensure SLAs and KPIs are consistently met or exceeded across response times, resolution times, and customer satisfaction.
* Act as an escalation point for high-severity or complex technical issues.
* Lead incident management, escalations, and continuous improvement initiatives.
* Improve processes, tooling, documentation, and self-service resources to enhance customer experience.
* Identify customer pain points and proactively drive improvements.
Technical & Cross-Functional Expertise
* Maintain understanding of modern support and success technologies (AI agents, in-app support, knowledge platforms, unified search, etc.).
* Build working knowledge of cybersecurity SaaS products and industry domains (e.g., XDR, EDR, NDR, SIEM, Cloud Security).
* Partner closely with Product, Engineering, and Customer Success to drive faster resolutions and influence product enhancements.
* Contribute to knowledge base, community content, and customer-facing resources.
* Stay current on cybersecurity trends, threats, and best practices.
Strategic Leadership
* Participate in resource planning, support roadmap decisions, and transformation projects.
* Drive initiatives to improve customer experience and product quality.
* Represent the voice of the customer internally.
Experience required:
* Bachelor’s degree in Computer Science, Information Security, or equivalent experience.
* 4+ years in technical support or support engineering roles, preferably in enterprise SaaS environments.
* 8+ years of leadership experience managing technical support teams (10+ FTEs), including global teams.
* Hands-on experience with ticketing and support platforms (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management).
* Strong problem-solving, data-driven decision making, and excellent communication skills.
* Experience collaborating with customers and cross-functional internal teams.
* Ability to perform in high-stress, fast-paced environments and work flexible hours when needed.
Preferred
* Experience with cybersecurity product areas (XDR, EDR, NDR, SIEM, network security).
* Six Sigma or process improvement background.
* Experience building offshore or international support operations.
* Digital transformation experience (AI support tooling, customer self-service tech, etc.).