Senior Manager, Technical Support

Everbridge-posted 5 days ago
$105,000 - $132,000/Yr
Full-time • Manager
1,001-5,000 employees
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The Senior Manager, Technical Support will lead Everbridge’s global technical support operations for our critical event management platform. This role oversees multiple teams of technical support engineers, ensuring an exceptional customer experience across all tiers of support. You will set strategic direction for service delivery, drive continuous improvement initiatives, and collaborate closely with Product, Engineering, Cloud Operations, and Customer Success to ensure customers receive timely, high-quality resolutions. The ideal candidate is a seasoned leader who thrives in a fast-paced, high-availability SaaS environment and is passionate about building scalable support organizations that deliver measurable impact.

  • Lead and mentor multiple technical support teams delivering 24/7 support for Everbridge’s global SaaS platform and products.
  • Define and execute support strategies that align with company goals for customer satisfaction, retention, and operational excellence.
  • Oversee escalation management for critical customer incidents, ensuring timely communication, resolution, and post-mortem follow-up.
  • Establish, monitor, and continuously improve KPIs and metrics, including response times, MTTR, CSAT, NPS, and SLA compliance.
  • Partner with Product and Engineering leadership to prioritize and resolve systemic issues, and ensure customer feedback drives product improvements.
  • Develop support readiness plans for new product launches, ensuring staff are trained and equipped to handle customer inquiries effectively.
  • Lead workforce planning, hiring, and development to scale the support organization globally.
  • Foster a culture of accountability, empathy, and technical excellence across geographically distributed teams.
  • Implement and optimize support tools, knowledge bases, and automation initiatives to enhance customer self-service and efficiency.
  • Contribute to executive-level reporting and strategic planning for global support operations.
  • Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s degree preferred).
  • 8+ years of experience in technical support or SaaS operations, including 3+ years in a senior management or multi-team leadership role.
  • Proven experience managing global support operations in a 24x7 SaaS environment.
  • Deep understanding of SaaS technologies, APIs, networking, and cloud infrastructure (AWS, Azure, GCP).
  • Strong leadership skills with a track record of building, mentoring, and scaling high-performing support teams.
  • Demonstrated success driving operational KPIs, customer satisfaction, and cross-functional alignment.
  • Excellent communication, stakeholder management, and executive presentation skills.
  • Experience with CRM and support tools such as Salesforce Service Cloud, Jira Service Management, or Zendesk.
  • Familiarity with ITIL frameworks, incident management, and post-incident review processes.
  • Experience in a mission-critical SaaS or enterprise software environment.
  • Certifications such as ITIL, PMP, or AWS Cloud Practitioner.
  • Background in DevOps, Site Reliability, or Customer Success operations.
  • Experience leading remote and international teams.
  • Everbridge offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, disability income benefits, life and AD&D insurance, a 401(k) plan and match, paid time off, and fitness reimbursements.
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