Technical Support Manager

About The Role

As a Manager of our growing Technical Support team, you will lead a team of TSEs responsible for the front-line triage and resolution of customer-case submitted questions and technical issues with a level of quality and urgency that ensures an SLA-beating, best-in-class customer experience.

You come with 5+ years. of experience building and growing Support organizations in fast-paced, enterprise SaaS environments through external hiring of top talent and internal talent/skill development through coaching. The team is growing, and we will need a strong entrepreneurial/start-up mentality and operation style. You need to balance consistency and process with adaptability and flexibility to the business and customer's needs.  

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You will help scale the customer support organization by driving continuous improvement and championing positive change to improve service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and increase revenue growth. You will manage both internal teams and third-party partners to deliver on Abnormal Security standards, exceeding customer service objectives and metrics for managing the customer success and support department.  

To succeed, you will draw upon your considerable past achievements in owning and refining Support and Success playbooks and processes for scale, including the escalation process to Level 2 and Engineering, measuring SLAs, continuous improvements, and team utilization. It is through your dedication to continuous improvement of how TSEs operate - both in efficiency and effectiveness - that will help us meet and surpass customer cases, satisfaction, and growth targets.

Must have Skills

• Minimum of 5+ years of overall experience working in SaaS at the Enterprise level.
• 5+ years leading support/service teams of 10+ TSEs.
• Experience in building and scaling a team. 
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communication skills
• Excellent interpersonal and customer service skills. 
• Excellent organizational skills and attention to detail. 
• Strong supervisory and leadership skills. 
• Proficient with Salesforce. 

What you’ll do:

Report to the Director of Support. You will be based in the US and execute with consistency and excellence in the following areas:

• Work with the team to provide first-line support response to customers following quarterly timeliness and quality targets as defined by you as a manager.
• Hire, Develop & retain top Technical Support Engineers in the team and build a fostering culture.
• Responsible for setting and tracking KPIs for the team, both individually and team-level established by the Director of Support
• Drive performance tracking, performance analysis, and reviews quarterly/half yearly and keep the team performance high.
• Build trust with the team, conduct 1:1s with the team & responsible for the career progression of TSEs.
• Establish best practices throughout the technical support process.
• Guide the implementation, continuous improvement, and documentation of new and existing support system policies, procedures, and processes.
• Organize and oversee the schedules of the Technical Support Engineers.
• Provided customer insights and feedback to engineering and product management to improve product offerings.

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