Senior Manager, Technical Support – Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a diverse technical support team that includes frontline Support contractors and senior technical-services personnel.

• Manage the daily operations of the contracted Support team, focusing on staffing, coverage, training, quality, productivity, and compliance with service-level expectations.

• Mentor and develop senior technical staff responsible for advanced troubleshooting, integrations, reporting, and intricate customer requests.

• Clearly define ownership boundaries among Support, Technical Services, Customer Success, Solutions Architecture, Product, and Engineering teams.

• Transform frontline Support into a disciplined first line for validation, investigation, and resolution.

• Set and enforce standards for escalation readiness.

• Enhance routing accuracy and minimize duplicate, premature, or cross-team escalations.

• Ensure clear ownership by customers, consistent communication, and documented next steps throughout the lifecycle of cases.

• Manage critical or technically challenging customer escalations.

• Provide scoped technical services, including integrations, reporting, configuration support, and complex technical projects.

• Collaborate with Customer Success Managers on technically challenging customer requirements while maintaining commercial account ownership within Customer Success.

• Define criteria for escalation within Support, Technical Services, Solutions Architecture, Product, and Engineering.

• Convert recurring investigations into playbooks, diagnostics, training, automation, and self-service solutions.

• Work with Enablement to develop technical training and certification programs.

• Enhance visibility across customer-facing and engineering workflows.

• Leverage case and escalation data to evaluate routing quality, Support-driven resolutions, specialist escalation volume, and recurring technical demands.

• Create feedback mechanisms from Support and Technical Services to inform Product and Engineering teams.

⛳️ Requirements

• 8+ years of experience in technical support, customer engineering, solutions, or post-sales roles.

• 3+ years of experience managing technical teams that interact directly with customers.

• Proven history of effectively managing technical organizations that combine frontline customer support with advanced escalation and technical service teams.

• Strong skills in technical troubleshooting, escalation management, and root cause analysis.

• Experience supporting complex enterprise SaaS, cybersecurity, cloud, data, or infrastructure products.

• Track record of successfully establishing support processes, service levels, escalation models, playbooks, and performance metrics.

• Experience collaborating closely with Product and Engineering teams on customer escalations and product enhancements.

• Ability to communicate effectively with customer technical teams, security leaders, executives, and internal engineering stakeholders.

• Proven ability to develop high-performing technical teams.

• Capacity to bring structure and accountability to a rapidly growing environment.

• Experience overseeing technical customer delivery, including integrations, configuration, reporting, APIs, or scoped technical projects.

• Preferred: Experience in cybersecurity, threat intelligence, digital risk protection, trust and safety, fraud, or social engineering defense.

• Preferred: Knowledge of APIs, SSO, identity systems, integrations, cloud platforms, and enterprise security workflows.

• Preferred: Experience in building or scaling advanced support, support engineering, technical services, or customer engineering capabilities.

• Preferred: Experience in enhancing support resolution rates and minimizing engineering escalations.

• Preferred: Familiarity with Pylon, Zendesk, Jira, Linear, or similar workflow management systems.

• Preferred: Experience implementing global, follow-the-sun, or on-call support coverage.

• Preferred: Knowledge of AI-assisted support, workflow automation, and customer self-service methodologies.

• Preferred: Experience in a rapidly growing startup or similarly dynamic setting.

🏝️ Benefits

• Meaningful equity that allows you to participate in Doppel’s success.

• A remote-first culture that incorporates flexibility.

• Flexible paid time off (PTO).

• Comprehensive health benefits.

• Parental leave.

• A high-growth environment that offers immediate impact and visibility.

• An opportunity to develop and scale a vital technical customer organization.