Abnormal Security is hiring a
Technical Support Manager

Summary

Join our team as the Manager of Technical Support and lead a team of TSEs to provide exceptional customer experience. You will be responsible for expanding the customer support organization, overseeing internal teams and third-party partners, and driving revenue growth.

Requirements

• Minimum of 5+ years of overall experience working in SaaS at the Enterprise level
• 5+ years leading support/service teams of 10+ TSEs
• Experience in building and scaling a team
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Strong supervisory and leadership skills
• Proficient with Salesforce

Responsibilities

• Work with the team to provide first-line support response to customers following quarterly timeliness and quality targets as defined by you as a manager
• Hire, Develop & retain top Technical Support Engineers in the team and build a fostering culture
• Responsible for setting and tracking KPIs for the team, both individually and team-level established by the Director of Support
• Drive performance tracking, performance analysis, and reviews quarterly/half yearly and keep the team performance high
• Build trust with the team, conduct 1:1s with the team & responsible for the career progression of TSEs
• Establish best practices throughout the technical support process
• Guide the implementation, continuous improvement, and documentation of new and existing support system policies, procedures, and processes
• Organize and oversee the schedules of the Technical Support Engineers
• Provided customer insights and feedback to engineering and product management to improve product offerings
• Maintain knowledge of Technical Support trends and alert Engineering and Product Management as necessary
• Based on CSAT survey results, follow up with customers and address tech support problem areas
• Assess technical skills, evaluate training needs, and develop ongoing training programs
• Promote the importance of effective customer service as a cultural cornerstone
• Manage key relationships with Sales, Engineering, and Product Management to align and deliver services to business requirements