Senior Manager, Technical Support

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Securonix

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Next Gen SIEM • UEBA • Security Big Data Lake • Insider Threat • Fraud Analytics

501 - 1000

Description

• Lead the team providing superior support experience for end customers. • Accountable for day-to-day operations, delivering against SLAs and KPMs focused on improving customer CSAT. • Engage with customers to understand their needs from a product and overall support experience. • Build, lead, and inspire your team to deliver extraordinary user and customer support experience. • Work closely with Product Engineering on bug fixes and provide metrics and improvement reports to leadership. • Handle internal and external customer escalations and track to closure.

Requirements

• 5+ years as a manager. • Prior meaningful technology and customer support experience including extensive hands-on experience in supporting large SaaS offerings. • A track record of building teams with the ability to attract and retain top talent. • Develop complex operations with cross-functional partners including Engineering, Product and Security. • You are a tenured leader in customer support with a strong background leading high-performing, cross-functional teams to deliver an excellent Customer Experience. • You enjoy crafting creative solutions to drive positive results in customer satisfaction. • Strong analytical and project management skills, with experience building and implementing strategies for a Global Customer Support function. • Understanding of SaaS and IaaS offerings with a practical understanding of support based self-healing and first touch response process and technologies. • Strong ITIL and product support knowledge.

Benefits

• Our medical insurance is with Cigna as we offer 4 plans to choose from. • Our vision and dental insurance are both PPO plans. • Securonix pays for your STD, LTD and Basic Life AD&D benefit. • Securonix also provides you access to the Employee Assistance Program (EAP) at no cost. • With our 401(K) you are eligible to participate the 1st of the month, following 60 days of employment. • At Securonix we offer a Flexible Time Off plan, please speak to one of our Talent Attraction Specialists for details.