- Company Name
- Everbridge
- Job Title
- Senior Manager, Technical Support
- Job Description
-
**Job Title**: Senior Manager, Technical Support
**Role Summary**
Lead global 24/7 technical support operations for a SaaS event‑management platform, setting strategy, scaling teams, and ensuring high customer satisfaction and operational excellence.
**Expectations**
- Build and grow a distributed, high‑performing support organization.
- Deliver measurable improvements in response time, MTTR, CSAT, NPS, and SLA compliance.
- Align support efforts with product, engineering, cloud operations, and customer success.
- Report to executive leadership on performance, risks, and strategic initiatives.
**Key Responsibilities**
1. Lead and mentor multiple technical support teams, driving excellence in service delivery.
2. Define, execute, and continuously refine support strategies that align with company goals.
3. Manage escalation of critical incidents, ensuring timely communication, resolution, and post‑mortem analysis.
4. Establish, monitor, and improve KPIs (response time, MTTR, CSAT, NPS, SLA compliance).
5. Partner with Product & Engineering to prioritize systemic issues and incorporate customer feedback.
6. Develop readiness plans for new product launches, including training and resource allocation.
7. Plan and oversee workforce hiring, development, and capacity scaling globally.
8. Foster a culture of accountability, empathy, and technical excellence across distributed teams.
9. Implement and optimize support tools, knowledge bases, and automation to boost self‑service and efficiency.
10. Provide executive‑level reporting and contribute to strategic planning of global support operations.
**Required Skills**
- Strong leadership and team‑building experience (multiple teams, 3+ years in senior management).
- Deep knowledge of SaaS, APIs, networking, cloud infrastructure (AWS, Azure, GCP).
- Proven record of improving operational KPIs and customer satisfaction.
- Excellent communication, stakeholder management, and executive presentation abilities.
- Experience with CRM/support platforms: Salesforce Service Cloud, Jira Service Management, or Zendesk.
- Familiarity with ITIL, incident management, and post‑incident reviews.
- Ability to travel up to 25 %.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s preferred).
- 8+ years in technical support or SaaS operations, including 3+ years in multi‑team leadership.
- ITIL, PMP, or AWS Cloud Practitioner certification is a plus.
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