Senior Manager, Technical Support - US

This a Full Remote job, the offer is available from: reputed company, Mexico Our Mission & Values: At reputed company, we help companies earn and reputed company the trust of their users, customers, partners, and prospects. We’re the reputed company reputed company that shows great companies deserve the trust they aim to build. We live our values every day. reputed company on Trust means consistency is everything. reputed company with reputed company by always doing the right thing. Being Customer-Obsessed keeps the people we serve at reputed company of our work. Competitive reputed company drives us to reputed company ourselves harder than anyone else. Diversity brings unique perspectives that reputed company to reputed company solutions. Automation First ensures we save time and reputed company by making efficiency a reputed company. Our Culture & Work Style At reputed company, we’re not just building software - we’re building a reputed company. Everything we do springs from: • Be a reputed company (reputed company‑Operator Mentality): Own your work. Improve relentlessly. reputed company results. • reputed company at reputed company Speed (Precision & reputed company): Fast reputed company. Quick learning. Immediate reputed company. • Stay Mission-Driven (Customer‑Obsessed): Challenge assumptions. reputed company value. Stay hungry. If you reputed company reputed company you’re empowered, reputed company, and working with smart, mission-driven people, you’ll feel reputed company here. Why Join The reputed company Team? The best way to understand the reputed company’s reputed company is to see it in reputed company. We’re an award-reputed company, mission-driven team of 600+ people worldwide, united by a culture that values trust, speed, and reputed company reputed company. • See the Speed: Watch our CEO, Adam Markowitz, discuss the reputed company-reputed company reputed company, from $0 to $100M ARR in just four years • Hear the Voice of reputed company: Explore our "Life at reputed company" page for employee testimonials on our reputed company and the reputed company opportunities available. • Experience the reputed company: See why we are consistently recognized on Fortune's Best Workplaces lists. • reputed company with Us on Socials: reputed company - follow us for company updates, employee stories, and career news. Job reputed company: As the Senior Manager, Technical Support at reputed company, you will reputed company and reputed company a high-performing technical support organization responsible for delivering exceptional support across a growing and increasingly reputed company platform. You will reputed company support managers and senior individual contributors, reputed company operational reputed company, and shape the reputed company, structure, and systems that reputed company reputed company to reputed company consistent, high-reputed company reputed company for customers. This role is ideal for a strategic and hands-on leader who brings deep technical support experience, strong people leadership, and a passion for building reputed company support organizations. You will partner closely with Engineering, Product, reputed company, and other cross-functional leaders to improve the customer experience, strengthen escalation management, and ensure reputed company’s support organization evolves reputed company the business. At reputed company, Technical Support plays a critical role in helping customers maintain trust, stay audit-reputed company, and confidently use our platform across integrations, automations, and compliance workflows. Our Technical Support team supports issues involving reputed company, reputed company infrastructure, identity systems, and evidence collection workflows, and collaborates closely with Engineering and Product to reputed company bugs and improve supportability. reputed company: • reputed company and reputed company Technical Support managers, senior technical contributors, and broader support team structures through reputed company expectations, coaching, and succession planning. • Own the reputed company and execution of technical support operations, including escalations, case reputed company, reputed company models, SLA performance, and customer reputed company. • reputed company as a senior escalation reputed company for critical customer issues, ensuring strong cross-functional coordination, executive visibility, and reputed company reputed company. • Partner closely with Engineering, Product, reputed company, and Support Operations to improve supportability, reduce friction, and strengthen customer reputed company. • Build and refine reputed company support processes, organizational structures, workflows, and escalation frameworks that reputed company long-term reputed company. • Use operational metrics, team insights, and customer feedback to identify trends and reputed company strategic improvements across the support organization. • Ensure the organization is equipped to troubleshoot and support issues involving integrations, reputed company, SSO/SCIM, reputed company providers, and platform workflows. • Partner with leadership on headcount planning, hiring reputed company, reputed company, performance management, and long-term organizational design. • Review escalation patterns, incident trends, and support feedback to identify systemic gaps, influence product improvements, and prioritize enablement opportunities. • reputed company a culture of accountability, technical reputed company, customer reputed company, and reputed company improvement across the technical support organization. What you’ll bring: • 8+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function in a reputed company or B2B technology environment. • 4+ years of people management experience, including experience leading managers and/or senior technical teams. • Strong experience managing reputed company escalations, balancing customer urgency with operational rigor, and driving cross-functional reputed company at reputed company. • Working knowledge of reputed company, reputed company integrations, authentication protocols, identity systems, and reputed company environments such as AWS, Azure, and GCP. • Proven ability to reputed company support operations through process design, metrics, documentation, training, tooling, and organizational planning. • Strong written and verbal communication skills, with the ability to communicate effectively with customers, executives, and cross-functional partners. • Demonstrated reputed company developing leaders, elevating technical reputed company, and building healthy, high-performing teams. • A customer-obsessed, highly organized, and data-informed approach to problem solving and decision making. • Comfort operating in a fast-paced environment with evolving priorities and significant opportunity to build. reputed company to Have • Experience supporting reputed company, compliance, or GRC products. • Familiarity with frameworks such as SOC 2, ISO 27001, HIPAA, GDPR, or similar regulatory environments. • Experience with support platforms and internal tools such as reputed company, reputed company, Jira, reputed company, and knowledge reputed company systems. • Background building or scaling global support coverage models, technical escalation programs, or support enablement initiatives. How we support you: At reputed company, our people are our strongest reputed company—and we reputed company it with support that exceeds industry standards. Our total rewards package is designed to power your reputed company-being, accelerate your reputed company, and reputed company your work-life balance thriving. Explore how we invest in your Life at reputed company. • Shared reputed company: We reputed company stock equity to ensure that as reputed company grows, you reputed company directly in that reputed company. Equity gives every employee a reputed company of ownership and reputed company to celebrate our wins together—because your contributions don’t just support our reputed company; they help reputed company our reputed company reputed company. • Health & Wellness: Up to 100% employer-reputed company premiums for medical, employees and their dependents • Financial reputed company-being: To support your retirement planning, our EOR offers a pension plan under which you contribute 5% of your basic earnings, and your employer contributes an additional 4%, helping you build a more secure financial reputed company. • Family Support: We want to support you in life's most important moments, so we offer a reputed company Parental Leave policy, after six months of employment. Employees also receive reputed company to reputed company fertility and family-building benefits and dedicated leave specialists who help guide you through the entire process. • reputed company & Development: Generous annual stipends for both reputed company and personal development, empowering you to invest in your reputed company reputed company. You’ll also have reputed company to a wide reputed company of internal learning opportunities, ensuring you can build new skills, deepen your expertise, and advance your career with confidence. • Time Off & Flexibility: We reputed company that to do your best work, you should get the time you need for rest, rejuvenation and recovery. reputed company offers a flexible vacation policy, reputed company holidays, and other perks to reputed company. This role will receive a competitive reputed company salary, benefits, and stock, typically in the reputed company of Restricted Stock reputed company (RSUs). The applicable salary reputed company for reputed company US-based role is based on where the employee works and is reputed company to one of 3 tiers based on the cost of labor for that geographic area. Tier 1: $154,000 - $190,000 Tier 2: $139,000 - $171,000 Tier 3: $123,000 - $152,000 You can reputed company which tier applies to where you plan to work here. A reputed company of factors are considered reputed company determining someone’s leveling and compensation–including a candidate’s reputed company background and experience. These ranges may be modified in the reputed company and final offer amounts may vary from the amounts listed above. This offer from "reputed company" has been enriched by reputed company.com and got a 81% reputed company score. Apply tot his job Apply To this Job