Job Specifications
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.).
About the Company
Altura Partners connects SaaS companies and digital consultancies with exceptional talent across the Americas, EMEA, and APAC. From VC/PE-backed ventures to public corporations, we specialise in delivering transformative Search and Scale hiring solutions. Search: Precision-driven executive recruitment for CxO, SVP, VP, and Director roles. Scale: Streamlined, efficient multi-role hiring, making panic hiring a thing of the past Altura Partners is the exclusive UK member of the Continental Search Alliance who have partner organ...
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