Sr Manager, Technical Support (Remote – UK)
We are looking for a Sr Manager, Technical Support in the United Kingdom. As a Senior Manager in Technical Support, you will lead and mentor a high-performing, globally distributed team of support engineers, team leaders, and managers, ensuring world-class technical assistance for complex enterprise SaaS products. You will drive operational excellence, foster a culture of collaboration and continuous learning, and act as a key liaison between customers, product, and engineering teams.
Accountabilities
- Lead, mentor, and develop a team of support professionals, fostering accountability, collaboration, and continuous learning
- Oversee daily support operations, ensuring coverage, workload balance, and alignment with service‑level agreements (SLAs) and key performance indicators (KPIs)
- Serve as an escalation point for complex technical issues and lead incident, case, and account escalation protocols
- Collaborate with customers to understand needs, gather feedback, and translate insights into actionable improvements
- Implement and optimize support processes, tools, and documentation to enhance efficiency and self‑service capabilities
- Maintain technical expertise in enterprise SaaS products, cybersecurity technologies, and emerging industry trends
- Partner with Product Management, Engineering, and Customer Success teams to facilitate issue resolution and contribute to product enhancements
- Participate in strategic planning for the support function, driving initiatives to improve customer experience and product quality
Requirements
- Bachelor’s degree in Computer Science, Information Security, or a related technical field, or equivalent experience
- 4+ years in technical support or support engineering roles with enterprise SaaS products
- 8+ years in leadership roles managing technical support teams (minimum 30 FTEs), including globally distributed teams
- Proven experience optimizing ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management) and support tools (e.g., Slack, Confluence, Gainsight)
- Strong analytical, problem‑solving, and troubleshooting skills with the ability to interpret complex data
- Excellent communication, interpersonal, and presentation skills to convey technical concepts to diverse audiences
- Customer‑first mindset and proven ability to build strong relationships with stakeholders
- Flexibility to work varied shifts to meet customer needs and thrive in a dynamic, fast‑paced environment
- Preferred: Network security experience, familiarity with XDR, EDR, NDR, SIEM, Six Sigma, and experience leading digital transformation initiatives or international/offshore teams
Benefits
- Health, dental, and vision coverage, with options for dependents
- Flexible paid time off, sick leave, and federal holidays (where applicable), plus volunteer days
- Participation in annual discretionary bonus plans, retirement savings with employer match or pension
- Educational reimbursement opportunities
- Pet insurance (where applicable) and parental leave
- Hybrid and remote work model supporting work‑life balance
- A collaborative, high‑performing culture emphasizing learning, diversity, and inclusion
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Information Technology
Industries
Non‑profit Organizations and Primary and Secondary Education
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