Sr Manager, Technical Support (Remote - UK)

Sr Manager, Technical Support

This position is posted by Jobgether on behalf of a partner company. We are currently 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. This role combines strategic leadership with hands-on involvement in optimizing support processes, tools, and customer experiences, and is ideal for a dynamic, technically-savvy leader passionate about cybersecurity and customer success.

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.