Sr Manager, Technical Support

At Securonix, we’re on a mission to secure the world by staying ahead of cyber threats, reinforcing all layers of our platform with AI capabilities. Our Securonix Unified Defense SIEM provides organizations with the first and only AI-Reinforced solution built with a cybersecurity mesh architecture on a highly scalable data cloud. Enhanced by Securonix EON’s AI capabilities, our innovative cloud-native solution delivers a seamless CyberOps experience, empowering organizations to scale their security operations and keep up with evolving threats. 

Recognized as a five-time leader in the Gartner Magic Quadrant for SIEM and highly rated on Gartner Peer Insights, our award-winning Unified Defense SIEM provides organizations with 365 days of ‘hot’ data for rapid search and investigation, threat content-as-a-service, proactive defense through continuous peer and partner collaboration, and a fully integrated Threat Detection, Investigation, and Response (TDIR) experience—all within a single platform. Built on a cloud-native architecture, the platform leverages the Snowflake Data Cloud for unparalleled scalability and performance.

Securonix is proud to be a cybersecurity unicorn and featured in CRN's 2024 Security 100 list. Backed by Vista Equity Partners, one of the largest private equity firms with over $100 billion in assets under management, we have a unique advantage in driving innovation and growth. With a global footprint, we serve more than 1,000 customers worldwide, including 10% of the Fortune 100. Our network of 150+ partners and Managed Security Service Providers (MSSPs) enables us to deliver unmatched security solutions on a global scale.

At Securonix, we are driven by our core values and place our people at the heart of everything we do:

• Winning as One Team: We work together with universal respect to achieve aligned outcomes
• Customer Driven Innovation: We innovate to stay ahead of the market and create value for our customers
• Agility in Action: We embrace change and are unified in our purpose and objectives amidst change

Join us as we redefine cybersecurity, innovate fearlessly, and grow together as one team!

Position Summary:
As Manager / Senior Manager of Technical Support, you will lead the team that is responsible for providing superior support experience for our end customers. You will also be leading all aspects of its day-to-day operations with accountability for delivering against its respective
SLAs and KPMs while focusing on improving the customer CSAT. The Customer Support team is responsible for delighting our customers through an entirely new support experience with our product. Our team engages directly with customers to understand their needs both from a product and overall support experience.
 
Core Responsibilities:

• Build out, lead, and inspire your team to deliver an extraordinary user and customer support experience.
• Focus on CSAT, meeting SLAs and resolving issues faster while trying to improve and add new service capabilities.
• Work closely with Product Engineering on bug fixes.
• Determine priorities for the team and balance with Customer and company requirements.
• Guide, train and educate the team on best practices on support issues.
• Provide weekly reports to leadership with metrics and improvement trends, present support statistics in customer meetings as and when needed.
• Analyze data across technical issues and support escalations, handle internal and external customer escalations and track to closure.
• Demonstrate strong communication and influencing skills, when working with global virtual cross functional internal and external partners.
• Manage a team of Support Engineers that focus on very technical product support tickets such as debugging, API and application integrations.

Required Skills:

• 5+ years as a manager.
• Prior meaningful technology and customer support experience including extensive hands-on experience in supporting large SaaS offerings.
• A track record of building teams with the ability to attract and retain top talent.
• Develop complex operations with cross-functional partners including Engineering, Product and Security.
• You are a tenured leader in customer support with a strong   background leading high-performing, cross-functional teams to deliver an excellent Customer Experience.
• You enjoy crafting creative solutions to drive positive results in customer satisfaction.
• Strong analytical and project management skills, with experience building and implementing strategies for a Global Customer Support function.
• Understanding of SaaS and IaaS offerings with a practical understanding of support based self-healing and first touch response process and technologies.
• Strong ITIL and product support knowledge.

Benefits:
As a full-time employee with Securonix, you will be eligible for the following employee benefits:
● Our medical insurance is with Cigna as we offer 4 plans to choose from. Our vision and dental insurance are both PPO plans.
● Securonix pays for your STD, LTD and Basic Life AD&D benefit.
● Securonix also provides you access to the Employee Assistance Program (EAP) at no cost. This program, available through Mutual of Omaha, provides professional, confidential telephonic or face-to-face counseling services to you and your loved ones.
● With our 401(K) you are eligible to participate the 1st of the month, following 60 days of employment.
● At Securonix we offer a Flexible Time Off plan, please speak to one of our Talent Attraction Specialists for details.

Securonix is an equal opportunity employer committed to fostering an innovative, inclusive, diverse and discrimination-free work environment. Employment with Securonix is based on merit, competence, and qualifications. It is our policy to administer all personnel actions, including recruiting, hiring, training, and promoting employees, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability, marital status, veteran status, or any other legally protected classification in accordance with applicable federal and state laws. Consistent with the obligations of these laws, Securonix will make reasonable accommodations for qualified individuals with
disabilities.

Furthermore, as a federal government contractor, Securonix maintains an affirmative action program which furthers its commitment and complies with recordkeeping and reporting requirements under certain federal civil rights laws and regulations, including Executive Order 11246, Section 503 of the Rehabilitation Act of 1973 (as amended) and the Vietnam Era Veterans' Readjustment Assistance Act of 1974 (as amended).

As part of our compliance with these obligations, Securonix invites you to voluntarily self-identify as set forth below. Provision of such information is entirely voluntary and a decision to provide or not provide such information will not have any effect on your employment or
subject you to any adverse treatment. Any and all information provided will be considered confidential, will be kept separate from your application and/or personnel file, and will only be used in accordance with applicable laws, orders and regulations, including those that
require the information to be summarized and reported to the federal government for civil rights enforcement purposes.