Senior Manager, Global Technical Support

{
  "content_hash": "5475b767bc38cf3ff53f67be491f80e5ed7d109b5e5ad3433f4d4507d4794ee7",
  "source_hash": "2639717b53ebaec7488af845bd1172a65c3140b111a8da80cc275188d4f55bbe",
  "last_changed_at": "2026-05-29T07:06:32.354Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Portland",
    "city": "Portland",
    "region": "OR",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.75
  },
  "salary_max": 150000,
  "salary_min": 130000,
  "inferred_at": "2026-06-04T11:33:29.127Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Portland",
      "city": "Portland",
      "region": "OR",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.75
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": "hybrid",
  "salary_period": "year",
  "workplace_type": "hybrid",
  "salary_currency": "USD"
}

{}

{
  "lists": [
    {
      "text": "How will you contribute? ",
      "content": "<p><strong>Team Leadership:</strong></p>\n\n<li>Manage and mentor a team of technical support professionals and/or 3<sup>rd</sup> party offshore provider in a high-performance environment.</li>\n<li>Develop and retain talent, fostering career growth and progression for team members.</li>\n<li>Drive consistent processes and SOPs for support delivery, including &nbsp;workforce planning, case management, and KCS (Knowledge-Centered Services) in the workflow.</li>\n\n<p><strong>Strategy Development:</strong></p>\n\n<li>Develop and implement support strategies and objectives that align with company goals.</li>\n\n\n<li>Analyze support metrics to identify trends and areas for improvement.</li>\n\n<p><strong>Resource Management</strong>:</p>\n<div>\n\n<li>Manage resources effectively, primarily staffing across multiple time zones.</li>\n\n</div>\n<p><strong>Customer Engagement:</strong></p>\n\n<li>Ensure high levels of customer satisfaction through effective support solutions.</li>\n<li>Actively engage directly with customers to build relationships, gather voice of customer feedback, and manage escalations.</li>\n\n<p><strong>Process Improvement:</strong></p>\n\n<li>Implement new technologies and tools, including AI, to enhance support efficiency.</li>\n<li>Recommend workflow, platform, and support channel improvements to resolve issues and scale the use of new support practices.</li>\n<li data-border-margin=\".25in\">Promote adoption and success of customers using self-service offerings, including knowledgebase, community, and training resources.</li>\n\n<p><strong>Technical Expertise</strong>:</p>\n<div>\n\n<li>Stay informed about the organization's products or services, as well as industry trends and best practices in technical support.</li>\n<li>Provide guidance to your team on complex technical issues.</li>\n\n</div>\n<div>\n<p><strong>&nbsp;</strong></p>\n<p><strong>Crisis Management</strong>:</p>\n</div>\n<div>\n\n<li>Handle escalated or urgent technical issues effectively, providing leadership and support to your team during critical situations and following established incident processes.</li>\n\n</div>\n<p><strong>Training and Development:</strong></p>\n<div>\n\n<li>Actively participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes.</li>\n<li>Conduct performance analysis based on support metrics and quality reviews, delivering in weekly/bi-weekly 1:1s.</li>\n\n</div>\n<p><strong>Cross-Functional Collaboration:</strong></p>\n\n<li>Collaborate across functions to resolve escalated issues, fulfill customer needs, and improve supportability of products and services.</li>\n<li>Contribute support feedback to product roadmap planning and enhancements.</li>\n<li>Participate in the sales process to promote bookings growth for premium Support offerings.</li>\n<li data-border-margin=\".25in\">Interact with all levels of leadership across Smarsh and clients as needed.</li>\n\n<p><strong>Reporting and Analysis:</strong></p>\n\n<li style=\"list-style-type: none;\">\n\n</li><li>Generate reports on support metrics and present findings to stakeholders.</li>\n<li>Use data analysis to drive decision-making and strategic planning.</li>\n\n\n"
    },
    {
      "text": "What will you bring?",
      "content": "<div>\n\n<li>7-10 years of experience in B2B technical support, with 3-5 years successfully leading technical support organizations, ideally across multiple geographies.</li>\n<li>Industry experience with Cyber Security products is beneficial.</li>\n<li>Management experience of 3<sup>rd</sup> party, offshore service providers is beneficial. &nbsp;</li>\n<li>Strong tactical decision-making and crisis management experience in a continuously evolving environment.</li>\n<li>Experience applying critical thinking and analytical skills to drive larger objectives which contribute to multiple areas of the organization.</li>\n<li>Cross-collaboration experience with Product Management and Engineering.</li>\n<li>Passion for helping customers and team members succeed.</li>\n<li>Exceptional verbal, written, presentation, and interpersonal communication skills.</li>\n<li>Ability to persuade others in sensitive complex situations while preserving relationships.</li>\n<li>Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.</li>\n\n<p><strong>&nbsp;</strong></p>\n</div>"
    }
  ],
  "country": "US",
  "createdAt": 1777487678619,
  "updatedAt": null,
  "categories": {
    "team": "Customer Support",
    "location": "Portland",
    "commitment": "Full-Time",
    "department": "Divisions",
    "allLocations": [
      "Portland",
      "Pleasanton"
    ]
  },
  "salaryRange": {
    "max": 150000,
    "min": 130000,
    "currency": "USD",
    "interval": "per-year-salary"
  },
  "workplaceType": "hybrid"
}