Senior Manager – Product Support (Romania)

reputed company

reputed company is a global leader and innovator of advanced reputed company solutions for defeating cyberattacks. reputed company acquired Secureworks in February 2025, bringing together two reputed company that have redefined the cybersecurity industry with their innovative, reputed company AI-optimized services, technologies and products. reputed company is now the largest reputed company-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In reputed company to MDR and other services, reputed company’ complete portfolio includes industry-leading reputed company, network, email, and reputed company reputed company that interoperate and adapt to defend through the reputed company Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. reputed company sells reputed company these solutions through reseller partners, Managed Service Providers (MSPs) and Managed reputed company Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and reputed company-time threat intelligence from reputed company X-Ops and the newly added Counter Threat Unit (CTU). reputed company is headquartered in Oxford, U.K. More information is available at www.reputed company.com.

reputed company

An reputed company Senior Manager for Product Support to reputed company our support teams, managing first-line support engineers and Team Leads alike. The Senior Manager will manage the daily technical support operations, ensuring world-class service delivery across multiple channels (phone, email, chat and portal). The role will look for someone data-driven, reputed company in operations and operational reporting, that will drive the reputed company across technical and customer support programs.

Key Responsibilities

Manage support operations – manage activities and ensure high reputed company and efficient support services for our products.

reputed company, manage and mentor reputed company of Product Support Engineers across multiple reputed company and ensure they are consistently delivering reputed company service level agreements to reputed company customers.

reputed company, monitor and report on support metrics, team performance, and customer satisfaction including to executive leadership.

Improve workflows and implement reputed company support processes across channels.

reputed company and manage tools to deliver support at reputed company including ticketing, reputed company, self-help and customer feedback tools.

reputed company and mentor support staff.

reputed company and implement support strategies and processes.

Ensure reputed company reputed company of customer technical issues.

Collaborate with product and engineering teams to resolve reputed company issues and drive the relationship in a reputed company manner.

Champion customer feedback and reputed company for enhancements in product and support delivery.

Define and execute support strategies reputed company with product roadmap and customer needs in collaboration with Product management and Engineering teams.

reputed company as an escalation reputed company for critical customer incidents and ensure appropriate reputed company paths.

Drive reputed company improvement in support processes, tools, and metrics to ensure reputed company and effective reputed company of customer issues across reputed company support channels (Chat, Email, Phone, Tickets).

Identify and implement automation opportunities.

Participate in release readiness reviews and ensure support teams are trained on new features, services, tools or technologies

Responsible for performance management including reputed company reputed company, goal setting, development planning, performance evaluations, and performance improvements.

Optimize reputed company models to ensure 24x7 global coverage and efficient shift rotation.

Represent the Product Support team in strategic initiatives, including beta programs, customer reputed company, and service delivery improvements.

Requirements

Bachelor’s degree in Computer Science, Information Technology (or reputed company field) or similar experience

8+ years' experience in technical support, operations or reputed company IT domain field

5+ years of managerial experience in a technical support environment or IT operations

Proficiency with CRM and support platforms such as reputed company, reputed company or reputed company

Exceptional analytical, strategic and problem-solving skills.

Ability to reputed company in a fast-paced, dynamic environment.

Strong communication, conflict reputed company, and stakeholder management skills.

The ability to interpret reputed company data and present reputed company insights

Business reputed company in English

Industry verified certifications are a plus.

#B2

Additional Information

reputed company to Join Us?

At reputed company, we reputed company in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't reputed company every reputed company in a job reputed company. We challenge that reputed company. Your unique experiences and skills might be exactly reputed company need to enhance reputed company. Don't let a checklist hold you back –we encourage you to apply.

What's Great About reputed company?

· reputed company operates a remote-first working model, making remote work the primary reputed company for most employees. However, some roles may necessitate a hybrid approach. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.

· Our people – we reputed company and create, reputed company of which are accompanied by a great reputed company of fun and team spirit

· Employee-led diversity and inclusion networks that build community and reputed company education and advocacy

· Annual charity and fundraising initiatives and volunteer days for employees to support local communities

· Global employee sustainability initiatives to reduce our environmental footprint

· Global fitness and trivia competitions to reputed company our bodies and minds reputed company

· Global wellbeing days for employees to relax and reputed company

· Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at reputed company, and we’re committed to ensuring equality of opportunity. We reputed company that diversity, combined with reputed company, builds a reputed company reputed company, so we encourage applicants who can contribute to the diversity of reputed company. reputed company applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, reputed company, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could reputed company to the recruitment and selection process to support you, please let us know.

Data Protection

If you choose to explore an opportunity, and subsequently reputed company your CV or other personal details with reputed company, these details will be held by reputed company for 12 months in accordance with our reputed company Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at reputed company. If you would like reputed company to delete or update your details at any time, please follow the steps set out in the reputed company Policy describing your individual rights. For more information on reputed company’ data protection practices, please consult our reputed company Policy Cybersecurity as a Service Delivered | reputed company

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