🛠 Tech Stack

💼 About This Role

You'll lead a global technical support team for Smarsh, ensuring prompt assistance for customers in regulated industries. Your core impact is driving SLA adherence, customer satisfaction, and support readiness. This role stands out for its cross-functional collaboration with product and engineering to shape product supportability and self-service adoption.

🎯 What You'll Do

• Manage and mentor a team of technical support professionals.
• Develop and implement support strategies aligned with company goals.
• Engage directly with customers to manage escalations and satisfaction.
• Analyze support metrics and drive process improvements.

📋 Requirements

• 7-10 years of experience in B2B technical support.
• 3-5 years leading technical support organizations across multiple geographies.
• Experience managing 3rd party offshore service providers.
• Proficiency in CRM systems, Microsoft apps, JIRA/Confluence.

✨ Nice to Have

• Industry experience with Cyber Security products.
• Cross-collaboration experience with Product Management and Engineering.
• Exceptional verbal and written communication skills.

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Recruiter Phone Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Team Interview· 60 min
4. 4Executive Interview· 45 min
5. 5Offer· 0 min