Senior Technical Support Manager

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)

Were seeking a Senior Manager, Technical Support to lead a global, high-performing team of Support Engineers, Team Leads, and Managers. In this role, youll 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:

• Bachelors 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.).