Senior Manager, Global Technical Support

Smarsh•Pleasanton, CA

23h

About The Position

As a Senior Manager, Global Technical Support for Smarsh Corporate products, you will be part of our global support leadership team, ensuring our customers receive prompt and effective assistance with technical issues related to our Corporate products and services. You will own support delivery, customer satisfaction, and service excellence strategy and execution for your team, which may include contracted 3rd party providers. Key focus areas include SLA adherence for response and resolution, support readiness, and team development. In this role you will collaborate closely with Smarsh cross-functional leadership, especially product, engineering and sales to ensure product supportability, drive resolution of escalated issues and related customer communications, and promote awareness and adoption of self-service offerings to leverage knowledge reuse and rapid resolution.

Requirements

7-10 years of experience in B2B technical support, with 3-5 years successfully leading technical support organizations, ideally across multiple geographies.
Strong tactical decision-making and crisis management experience in a continuously evolving environment.
Experience applying critical thinking and analytical skills to drive larger objectives which contribute to multiple areas of the organization.
Cross-collaboration experience with Product Management and Engineering.
Passion for helping customers and team members succeed.
Exceptional verbal, written, presentation, and interpersonal communication skills.
Ability to persuade others in sensitive complex situations while preserving relationships.
Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.

Nice To Haves

Industry experience with Cyber Security products is beneficial.
Management experience of 3rd party, offshore service providers is beneficial.

Responsibilities

Manage and mentor a team of technical support professionals and/or 3rd party offshore provider in a high-performance environment.
Develop and retain talent, fostering career growth and progression for team members.
Drive consistent processes and SOPs for support delivery, including workforce planning, case management, and KCS (Knowledge-Centered Services) in the workflow.
Develop and implement support strategies and objectives that align with company goals.
Analyze support metrics to identify trends and areas for improvement.
Manage resources effectively, primarily staffing across multiple time zones.
Ensure high levels of customer satisfaction through effective support solutions.
Actively engage directly with customers to build relationships, gather voice of customer feedback, and manage escalations.
Implement new technologies and tools, including AI, to enhance support efficiency.
Recommend workflow, platform, and support channel improvements to resolve issues and scale the use of new support practices.
Promote adoption and success of customers using self-service offerings, including knowledgebase, community, and training resources.
Stay informed about the organization's products or services, as well as industry trends and best practices in technical support.
Provide guidance to your team on complex technical issues.
Handle escalated or urgent technical issues effectively, providing leadership and support to your team during critical situations and following established incident processes.
Actively participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes.
Conduct performance analysis based on support metrics and quality reviews, delivering in weekly/bi-weekly 1:1s.
Collaborate across functions to resolve escalated issues, fulfill customer needs, and improve supportability of products and services.
Contribute support feedback to product roadmap planning and enhancements.
Participate in the sales process to promote bookings growth for premium Support offerings.
Interact with all levels of leadership across Smarsh and clients as needed.
Generate reports on support metrics and present findings to stakeholders.
Use data analysis to drive decision-making and strategic planning.