- Company Name
- Altura Partners Ltd
- Job Title
- Senior Technical Support Manager
- Job Description
-
**Job Title:** Senior Technical Support Manager
**Role Summary:**
Lead and scale a global technical support organization for a cybersecurity SaaS vendor. Drive operational excellence, ensure SLA compliance, and serve as the primary liaison between customers, product, engineering, and customer success teams to deliver world‑class support and continuous improvement.
**Expectations:**
- Manage a distributed team across EMEA and APAC, maintaining high engagement and performance.
- Deliver consistent SLA/KPI achievement while scaling coverage to 24/7 operations.
- Mentor and develop support staff, fostering a culture of accountability and learning.
- Own incident management, escalation resolution, and continuous process improvement.
**Key Responsibilities:**
- Recruit, onboard, and coach support engineers, team leads, and managers.
- Plan schedules, workload allocation, and resource coverage for global shifts.
- Monitor, analyze, and report on response time, resolution time, CSAT, and other KPIs.
- Act as escalation point for high‑severity or complex technical issues.
- Lead incident response, root‑cause analysis, and post‑mortem activities.
- Drive process and tooling enhancements (ticketing, knowledge bases, AI agents).
- Collaborate with Product, Engineering, and Customer Success to influence product roadmap and support improvements.
- Maintain up‑to‑date knowledge of XDR, EDR, NDR, SIEM, cloud, and network security domains.
- Represent customer voice in enterprise strategy and support roadmap sessions.
**Required Skills:**
- Leadership: 8+ years managing technical support teams (10+ FTEs), including global operations.
- Technical: 4+ years in enterprise SaaS support/engineering, strong command of ticketing systems (Zendesk, Salesforce Service Cloud, Jira Service Management).
- Communication: Excellent written and verbal skills; effective cross‑functional stakeholder management.
- Analytical: Data‑driven decision making, KPI monitoring, incident metrics.
- Problem‑solving: Proven ability to resolve complex and high‑severity issues under pressure.
- Continuous improvement: Experience with Six Sigma or similar process‑improvement frameworks (preferred).
- Cybersecurity product knowledge: XDR, EDR, NDR, SIEM, or network security expertise (preferred).
- Digital maturity: Experience with AI support tools, self‑service platforms, and digital transformation initiatives (preferred).
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Information Security, or related field (or equivalent experience).
- Leadership management certification (e.g., PMP, Agile, ITIL) is a plus, though not mandatory.