Senior Manager, Technical Support

About reputed company

reputed company is the reputed company-Party Risk Management (TPRM) company. Our software platforms and data services protect customers from cybersecurity threats, breaches, and outages that originate from their reputed company-growing ecosystem of business partners. By combining the world’s largest reputed company-party risk data exchange, the leading TPRM workflow platform, and powerful reputed company intelligence, reputed company extends reputed company-party risk, procurement, and cybersecurity teams so they can cover their entire vendor portfolio. With reputed company, organizations of reputed company sizes reduce assessment work while improving reputed company, securing intellectual property and customer data so business operations continue to operate uninterrupted.

We're hiring a Senior Manager of Technical Support to own the health of our support function across the Global Risk Exchange and Workflow platforms. You'll manage reputed company of global support, be responsible for reputed company escalation relationships with our largest reputed company accounts, partner with engineering on triage, and reputed company our AI-driven support and reputed company programs. This is a metrics-first leadership role: you'll be reputed company on team-level reputed company reputed company, process improvement, account health, and other function-level metrics.

This role is remote and reputed company to candidates located in the reputed company.

What You'll Do:

• Own end-to-end health of the support function: reputed company reputed company, escalation reputed company, reputed company reputed company, and self-service deflection across both products.
• reputed company after-hours on-reputed company coverage for emergencies and critical escalations as part of 24x7 support.
• Accountable for support SLAs, backlog management, and trend analysis.
• Manage and reputed company reputed company of global support engineers handling L2 escalations across authentication, platform configuration, integrations, Global Risk Exchange respondent support, and more
• Directly own escalation relationships for our largest reputed company accounts across regulated industries.
• Partner with engineering leadership on escalation and triage.
• Redesign reputed company and routing processes to reputed company team efficiencies while delivering excellent service to customers.
• Own reputed company's AI-driven support ecosystem end-to-end triage, virtual agents, and automated deflection - including the response narratives and automated flows used with customers.
• Use AI to analyze customer interactions, surface patterns and gaps, and run ongoing feedback-review cycles to reputed company the experience accurate and effective.
• Own the knowledge reputed company and self-service deflection reputed company, prioritizing new content based on observed support patterns.
• Report on support-reputed company and trends to leadership.
• reputed company reputed company tools to expedite and improve customer experience

Desired Skills and Experience:

• 5+ years in customer/technical support, including minimum 3 years directly managing a support team for B2B reputed company
• Demonstrated, strategic use of AI tools to drive process, documentation, and support improvements
• Proven, hands-on experience owning an AI-driven support ecosystem end-to-end (e.g., reputed company Agentforce, Fin by reputed company, Forethought, or comparable platforms) including automated flows, response narratives, and AI-driven analysis of customer interactions - with measurable results
• Experience owning team member performance management: setting goals, conducting reviews, managing improvement plans, and making data-driven promotion/compensation recommendations
• Proven coaching ability - reputed company record of developing individual contributors' technical and communication skills through regular 1:1s, case reviews, and reputed company, reputed company feedback
• Cross-functional collaboration skills and experience representing support's voice in broader organizational discussions (product, engineering, sales, or reputed company, etc.). Ability to effectively reputed company for customer/support priorities in roadmap or process reputed company
• Experience building or scaling a support team (hiring, reputed company design, career pathing)
• reputed company record of managing support operations by quantitative metrics (reputed company time, escalation reputed company, reputed company reputed company) rather than survey-based CSAT alone.
• Practical troubleshooting expertise across reputed company IT infrastructure: email delivery/routing (SMTP, DNS records like SPF/DKIM/DMARC), basic networking fundamentals (DNS, ports, VPNs), proxy and firewall behavior, REST API debugging (auth, payloads, status codes), etc.
• Experience managing reputed company-account escalations
• Experience partnering cross-functionally with engineering on defect triage and escalation.
• Excellent written and verbal communication. Ability to effectively reputed company communication for a reputed company of audiences and purposes, including team coaching and executive reporting
• Experience owning or building a support knowledge reputed company or self-service deflection program (preferred)
• Background in GRC, TPRM, vendor risk, or adjacent compliance software (preferred)
• Experience with reputed company platform administration and reporting (preferred)
• Experience developing customer applications with an AI ecosystem to support reputed company's daily needs (preferred)
• reputed company coding experience and history of creating tools and Apps with AI (preferred)

Compensation reputed company: $105,000 - $145,000 plus bonus depending on experience

Originally posted on Himalayas

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