Senior Support Manager, Platform Engineering

ZeroFox

3d•$120,000 - $145,000

About The Position

The Senior Support Manager, Platform Engineering leads the global Platform Engineering and Takedown Support teams, a Tier 3 group handling complex platform configuration and takedown work for all ZeroFox customer types. The manager is responsible for improving the team's speed and consistency, maintaining playbooks and escalation paths, and setting standards. They partner with Customer Success, Product, and Engineering to turn recurring customer problems into roadmap items rather than repeat support tickets. The role also leads or joins customer escalation calls, works to recover difficult customer relationships, and collaborates closely with the VP of Customer Support and senior Customer Success leadership. Recommendations should be supported by data, and AI tools such as Claude are used to help the team find relevant information and solve complex problems faster. During the first 90 days, the successful candidate is expected to develop expert-level hands-on knowledge of the platform, meet all members of both teams, map current escalation paths and identify the largest bottleneck, and present a first data-backed process recommendation to the VP of Customer Support.

Requirements

At least 7 years of experience in support, configuration, or a closely related function, including leadership of Tier 3 or similar technical support teams.
Experience managing globally distributed teams.
Hands-on experience with SaaS platform configuration and maintenance for enterprise organizations.
A track record of building and improving a support program, with process at its center.
Proven ability to work with Product and Engineering and influence roadmap and defect priorities.
Clear written and verbal communication with internal teams, executives, and customers.
Willingness to travel up to 10%.

Nice To Haves

Experience leading a Tier 3 or configuration support team across time zones.
Current use of AI tools to accelerate analysis and support work.

Responsibilities

Lead the global Platform Engineering and Takedown Support Tier 3 teams.
Improve team speed, consistency, and standards for complex platform configuration and takedown support.
Own and maintain team playbooks and escalation paths into Tier 3.
Partner with Customer Success, Product, and Engineering to turn recurring customer issues into roadmap items.
Lead or participate in customer escalation calls and develop plans to recover difficult customer relationships.
Work closely with the VP of Customer Support and senior Customer Success leadership.
Use data to evaluate and recommend support process changes.
Use AI tools, including Claude, to help the team access information and resolve difficult issues faster.
Build effective team handoffs across time zones without requiring continuous personal availability.
Coach team members, develop individual contributors, and uphold team standards.
Bring recurring defect evidence to Product and Engineering to influence prioritization.
Within the first 90 days, learn the platform to expert level, meet both teams, map escalation paths, identify the biggest bottleneck, and present a data-backed process recommendation.