What you’ll do:

  • Develop and manage processes to empower the support team to offer technical assistance to customers in the most efficient and effective way
  • Establish and monitor performance metrics, and goals for the customer support function, and present regular actionable insights to leadership
  • Eliminate single point of failure processes via internal tooling and product development
  • Provide mentorship and coaching to our team leads to enable them to hire, develop and mentor TSRs–building a culture of excellence
  • Support and coach the team in customer interactions with CEOs, CTOs, CISOs, IT directors, and other security and compliance teams to ensure a clear path toward achieving success with multiple security, governance, risk, and compliance frameworks
  • Develop training opportunities to enhance those experiences and improve understanding, listening and communication
  • Lead the technical support team in handling critical incidents and escalations, ensuring timely resolution and effective communication with stakeholders
  • Use current research and trends in technical support to make informed proposals and drive decisions towards strategic initiatives
  • Evaluate and enhance technical support processes in order to increase efficiency and maintain industry leading customer satisfaction ratings
  • Explore and implement additional support modalities
  • Operationalize tiered support by customer segment, package selection and team expertise

What you’ll bring:

  • 10+ years of post-sales experience in a technical support role, or equivalent position, ideally in B2B SaaS
  • Minimum 5 Years (8+ years preferred) of proven experience in leading and scaling technical customer support teams
  • Extensive customer-facing and escalation management experience required
  • Exceptional verbal and written communication skills, and comfort with leading presentations and trainings
  • Experience with and understanding of technical support and customer success best practices
  • Comfort in the usage of customer support, ticketing and analytics tooling; prior usage of Intercom, Jira and/or Sigma an added bonus!


  • Health & Wellness: 100% coverage for medical, dental, and vision plans – for employee and dependents + on demand health care concierge
  • HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care
  • 100% paid short and long term disability plus life + AD&D benefits
  • Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
  • Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
  • 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child
  • Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
  • Charitable Giving Program: Up to $500 match for qualified charities
  • 401K: Reach your financial goals while reducing your taxes

This role will receive a competitive base salary, benefits, and equity. The applicable salary range for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected salary ranges for this role are set forth below. 

Tier 1: $199,750-$246,750

Tier 2: $179,775-$222,075

Tier 3: $159,800-$197,400

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