Senior Technical Support Manager
4 days ago
Manchester
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., • 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., • 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., • 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.).