Sr. Manager, Global Technical Support

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. As a Senior Manager, Global Technical Support, you will lead a global team to ensure prompt and effective assistance with technical issues related to our products and services. You will own support delivery, customer satisfaction, and service excellence strategy and execution for your team.

Requirements

• Manage and mentor a global team of technical support professionals
• Develop and implement support strategies and objectives
• 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
• Implement new technologies and tools to enhance support efficiency
• Promote self-service offerings to customers and partners
• Stay informed about the organization's products or services and industry trends and best practices
• Provide guidance to your team on complex technical issues
• Handle escalated or urgent technical issues effectively
• Actively participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes
• Collaborate across functions to resolve escalated issues, fulfill customer needs, and improve supportability of products and services

Benefits

• Competitive salary range: $136,000 - $175,000 per year
• Bonus programs
• Local cost of living assessments
• Good benefits package
• Opportunities for career growth and progression