Client Support Manager

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Strider Technologies is on a mission to deliver strategic intelligence that enables faster, more confident decision‑making for organizations around the world. As the leading strategic intelligence company, Strider empowers organizations to secure and advance their technology and innovation. We leverage cutting‑edge AI technology and proprietary methodologies to transform publicly available data into critical insights, enabling organizations to proactively address and respond to risks associated with state‑sponsored intellectual property theft, targeted talent acquisition, and supply chain vulnerabilities.

Job Summary

We’re seeking a Support Manager to lead the delivery of Strider’s global client support operations. You’ll own the day‑to‑day rhythm of how Strider’s client requests are managed, ensuring client feedback is effectively routed and addressed in a timely manner. You also will lead account provisioning to ensure our clients receive the necessary platform accesses. This is a hands‑on role that will help build and lead the Support team at Strider, shaping how Strider delivers support at scale.

Key Qualifications

• 3–5 years of experience in client support; experience managing or mentoring a support team is a plus.
• Demonstrated success improving support processes, workflows, and SLAs in a SaaS environment.
• Hands‑on experience with Jira Service Management or equivalent ticketing systems.
• Strong ability to create and maintain customer‑facing knowledge base content.
• Experience managing account provisioning and user access workflows.
• Familiarity with IT, cybersecurity, and identity management tools and concepts.
• Excellent cross‑functional communication and collaboration skills across global teams.
• A proactive and detail‑oriented mindset with the ability to identify gaps, propose improvements, and follow through with precision.

Job Description

As the Support Manager, you will own Strider’s global customer support experience—from day‑to‑day operations to building scalable systems that grow with the company. You’ll manage support queues and client interactions via Jira Service Management, ensuring timely and high‑quality resolution across time zones. You’ll also lead the development of self‑service tools, including a knowledge base of customer‑facing support documentation. Your work will reduce time‑to‑resolution and empower clients to solve problems independently. In addition to managing support, you’ll oversee user account provisioning and access requests, ensuring secure and accurate configuration for all client users. You’ll handle client SSO needs and collaborate closely with Engineering and Product teams to implement access‑related improvements. This role is also strategic. As Strider grows, you will help build out a global support function, defining processes and mentoring team members to ensure operational excellence at scale.

What You’ll Do

Additional Information

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Other

Industries

Software Development

Strider is an equal opportunity employer. We are committed to fostering an inclusive workplace and do not discriminate against employees or applicants based on race, color, religion, gender, national origin, age, disability, genetic information, or any other characteristic protected by applicable law. We comply with all relevant employment laws in the locations where we operate. This commitment applies to all aspects of employment, including recruitment, hiring, promotion, compensation, and professional development.

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