Manager, Technical Support

Summary

Join DataDome's Global Customer Delivery Team as a Services Manager, leading a team of Technical Account Managers and Support Engineers. You will mentor the team, ensure client satisfaction, and act as a technical expert, resolving issues and guiding clients through onboarding and implementation. This hands-on role requires deep expertise in DataDome's solution, including its functionality, implementation, and bot detection processes. You will manage enterprise accounts, collaborate with internal teams, and provide technical support. The position offers remote work options, comprehensive benefits, and professional development opportunities. DataDome is an equal opportunity employer committed to diversity and inclusion.

Requirements

• At least 8 years previous experience in B2B/SAAS solutions or CyberSecurity product
• At least 3 years experience managing and coaching a distributed technical team
• You have proven working experience with Apache, Nginx, CDN, Loadbalancer
• HTTP protocol is no mystery for you
• In depth technical and functional understanding of website hosting and architecture, mobile application and how the internet works (architecture, components, flows, OSI Layers)
• You are autonomous and embodies true leadership qualities
• You are a team player and like to interact with other remote and international teams in the company - occasional meet-ups will be organized in both Austin or Waco
• You are a customer-driven person, who is excited to work and solve technical challenges in an ambitious environment

Responsibilities

• Lead a team of Technical Account Managers and Support Engineers
• Help our clients get the most out of our solution, answer their requests and resolve issues that may impact the product reliability and speed
• Be an expert in the DataDome Solution and understand in-depth: how the product works, its implementation lifecycle, the bot detection process, and dashboard functionalities
• Report directly to the VP Solutions & Services with reports on support team performance & customer feedback metrics for each aspect of the Technical Support organization to ensure customer expectations are met
• Coach, motivate and inspire support technical account managers and support engineers to achieve and exceed performance results and support in hiring needs
• Ensure tickets are detailed and thoroughly filled out with summary and technician instructions, logs and screen shots
• Manage (Handle relationship, weekly check-ins/ own the relationship with client) Enterprise Accounts such as SeatGeek, MLB, New York Times
• Lead customer conversations as a technical expert and leverage your expertise and knowledge of our solution to guide them through the onboarding and implementation phases, and more importantly in the daily usage of our solution, when needed
• Answer client technical questions and specific issues, inform them and navigate relationships with internal international teams (Customer Success, Engineering) on any trends or findings
• Serving as the voice of the customer and work with internal teams such as Customer Success Managers and the Engineering department to help improve our products thanks to their feedback

Benefits

• Remote, hybrid, & in-office options, including working from our NY office, located in Soho + $500 stipend to help you set up your ideal workspace
• Monthly allowance of 50 dollars for people who regularly (hybrid work set-up) come to the office in NYC (at least 10 days per month)
• We offer medical, dental, & vision insurance options to keep you feeling your best
• A $100 annual allowance is provided for a leisure activity of your choice in Sports
• #Weaimhigh is part of our DNA, therefore we have invested in an internal Learning and Development platform and offer the opportunity to request additional training and support via your manager
• Annual Company-Offsite, Events, Drinks, Winter Party, Lunch & Learns and much more are part of our Culture
• Gifts & care packages to celebrate growing families
• 20 paid time off days, 5 sick days and 2 floating holidays ****+ 12 national holidays
• 401 K eligibility + matching