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Senior Manager, Technical Support & Services

4 hours, 50 minutes ago
Anywhere
Full-time
Lead
Technical Support Engineer
Customer and Technical Support
Cybersecurity JIRA Linear
Apply Now
Doppel

Doppel

Doppel is a next-gen brand protection platform that rapidly detects and takes down phishing and brand cyber attacks on trusted brands. Using cutting-edge AI technology, it safeguards against social media impersonations, NFT counterfeits, and digital ph...

Internet Software & Services
1-10
Founded 2022
$5M raised
View All Jobs 3

Description

  • Lead a blended technical support organization spanning frontline Support contractors and senior technical-services resources.
  • Own day-to-day support operations, including staffing, coverage, training, quality, productivity, and service-level adherence.
  • Coach and develop senior technical resources handling advanced troubleshooting, integrations, reporting, and complex customer requests.
  • Define ownership boundaries across Support, Technical Services, Customer Success, Solutions Architecture, Product, and Engineering.
  • Improve frontline Support into a disciplined first line of validation, investigation, and resolution before escalation.
  • Set and enforce escalation-readiness standards with clear evidence, findings, completed actions, and routing rationale.
  • Lead critical and technically complex customer escalations when needed.
  • Deliver scoped technical services such as integrations, reporting, configuration support, and other complex projects.
  • Turn recurring advanced-support work into playbooks, diagnostics, training, automation, and self-service.
  • Build feedback loops and reporting to improve routing quality, resolution rates, and recurring technical demand.

Requirements

  • 8+ years in technical support, customer engineering, solutions, or post-sales roles.
  • 3+ years managing technical customer-facing teams.
  • Experience leading organizations that combine frontline support with advanced escalation and technical services.
  • Strong technical troubleshooting, escalation management, and root cause analysis skills.
  • Experience supporting complex enterprise SaaS, cybersecurity, cloud, data, or infrastructure products.
  • Proven success building support processes, service levels, escalation models, playbooks, and performance metrics.
  • Experience partnering closely with Product and Engineering on customer escalations and product improvements.
  • Ability to communicate credibly with customer technical teams, security leaders, executives, and internal engineering stakeholders.
  • Experience overseeing customer-facing technical delivery such as integrations, configuration, reporting, APIs, or scoped technical projects.
  • Preferred: experience in cybersecurity, threat intelligence, digital risk protection, trust and safety, fraud, or social engineering defense.
  • Preferred: familiarity with APIs, SSO, identity systems, integrations, cloud platforms, and enterprise security workflows.
  • Preferred: experience with Pylon, Zendesk, Jira, Linear, or similar workflow tools.
  • Preferred: experience implementing global, follow-the-sun, or on-call support coverage.
  • Preferred: familiarity with AI-assisted support, workflow automation, and customer self-service.
  • Preferred: experience in a rapidly growing startup or similarly dynamic environment.

Benefits

  • Meaningful equity.
  • Remote-first culture with flexibility.
  • Flexible PTO.
  • Comprehensive health benefits.
  • Parental leave.
  • Salary range of $165,000 to $190,000 USD.
  • High-growth environment with immediate impact and visibility.

Interested in this position?

Apply directly on the company website

Apply Now

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