Sr Manager, Technical Support (Remote - UK)

Sr Manager, Technical Support (Remote – UK)

We are looking for a Sr Manager, Technical Support in the United Kingdom. As a Senior Manager in Technical Support, you will lead and mentor a high-performing, globally distributed team of support engineers, team leaders, and managers, ensuring world-class technical assistance for complex enterprise SaaS products. You will drive operational excellence, foster a culture of collaboration and continuous learning, and act as a key liaison between customers, product, and engineering teams.

Accountabilities

• Lead, mentor, and develop a team of support professionals, fostering accountability, collaboration, and continuous learning
• Oversee daily support operations, ensuring coverage, workload balance, and alignment with service‑level agreements (SLAs) and key performance indicators (KPIs)
• Serve as an escalation point for complex technical issues and lead incident, case, and account escalation protocols
• Collaborate with customers to understand needs, gather feedback, and translate insights into actionable improvements
• Implement and optimize support processes, tools, and documentation to enhance efficiency and self‑service capabilities
• Maintain technical expertise in enterprise SaaS products, cybersecurity technologies, and emerging industry trends
• Partner with Product Management, Engineering, and Customer Success teams to facilitate issue resolution and contribute to product enhancements
• Participate in strategic planning for the support function, driving initiatives to improve customer experience and product quality

Requirements

• Bachelor’s degree in Computer Science, Information Security, or a related technical field, or equivalent experience
• 4+ years in technical support or support engineering roles with enterprise SaaS products
• 8+ years in leadership roles managing technical support teams (minimum 30 FTEs), including globally distributed teams
• Proven experience optimizing ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management) and support tools (e.g., Slack, Confluence, Gainsight)
• Strong analytical, problem‑solving, and troubleshooting skills with the ability to interpret complex data
• Excellent communication, interpersonal, and presentation skills to convey technical concepts to diverse audiences
• Customer‑first mindset and proven ability to build strong relationships with stakeholders
• Flexibility to work varied shifts to meet customer needs and thrive in a dynamic, fast‑paced environment
• Preferred: Network security experience, familiarity with XDR, EDR, NDR, SIEM, Six Sigma, and experience leading digital transformation initiatives or international/offshore teams

Benefits

• Health, dental, and vision coverage, with options for dependents
• Flexible paid time off, sick leave, and federal holidays (where applicable), plus volunteer days
• Participation in annual discretionary bonus plans, retirement savings with employer match or pension
• Educational reimbursement opportunities
• Pet insurance (where applicable) and parental leave
• Hybrid and remote work model supporting work‑life balance
• A collaborative, high‑performing culture emphasizing learning, diversity, and inclusion

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Non‑profit Organizations and Primary and Secondary Education

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