Product Support Lead

Summary

Join SandboxAQ as our Product Support Lead and spearhead our product support organization. You will define the support strategy, build and manage a global team, and ensure exceptional support experiences for our AQtive Guard customers. Collaborate with various stakeholders to improve support processes and contribute to product development. This role demands deep enterprise software support understanding, a passion for customer success, and the ability to thrive in a fast-paced environment. You will develop and execute the support strategy, build and manage a high-performing team, and oversee the delivery of expert technical support. The position requires strong leadership, problem-solving, and communication skills.

Requirements

• Proven leader with a track record of building and managing successful product support teams
• Deep understanding of enterprise software support methodologies and best practices
• Excellent problem-solving and analytical skills, with the ability to quickly identify and resolve complex technical issues
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Strong customer focus and a passion for delivering exceptional customer experiences
• Self-motivated and able to work independently in a remote work environment
• Ability to thrive in a fast-paced, dynamic environment
• Experience supporting global deployments of Enterprise Software, both in the cloud and on-premises

Responsibilities

• Develop and execute the overall product support strategy, including service level agreements (SLAs), key performance indicators (KPIs), and escalation procedures
• Build, mentor, and manage a team of product support engineers, fostering a culture of collaboration, ownership, and continuous improvement
• Oversee the delivery of expert technical product support to our enterprise customers using the SandboxAQ AQtive Guard, ensuring exceptional customer experiences
• Implement and manage support tools and systems to optimize efficiency and track performance
• Collaborate with engineering and product teams to identify and address product issues, contributing to product and process improvements
• Proactively identify and address potential customer issues, developing preventative measures and knowledge base articles
• Analyze support trends and customer feedback to identify areas for improvement in the product and support processes
• Develop and deliver training programs for the product support team to ensure they have the necessary technical skills and product knowledge
• Establish and maintain strong relationships with key customers and stakeholders

Preferred Qualifications

• 7+ years of experience in technical support or customer success roles, with a minimum of 3 years in a leadership position
• Experience supporting cybersecurity products or platforms (e.g., Tanium, Venafi, CZERTAINLY, Splunk, Elastic)
• Experience troubleshooting Kubernetes-based application deployments
• Strong understanding of cloud computing, network engineering, and software development principles
• Proficiency in Linux and Windows environments
• Experience with database technologies (SQL, PostgreSQL) and REST APIs
• Excellent communication and presentation skills
• Bachelor's degree in Computer Science or a related field; equivalent practical experience will be considered

Benefits

• Competitive salaries
• Stock options depending on employment type
• Generous learning opportunities
• Medical/dental/vision
• Family planning/fertility
• PTO (summer and winter breaks)
• Financial wellness resources
• 401(k) plans