Senior Manager, Technical Support & Services

3 weeks ago
Full-time
Lead
Customer and Technical Support
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

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

Similar Roles

Senior Engineering Support Engineer

Dragos 251-1K Professional Services

Senior Engineering Support Engineer at Dragos bridges customers and engineering teams by investigating complex production issues, improving observability and reliability, and driving lasting resolutions for the Dragos cybersecurity platform.

AWS Datadog Docker Elasticsearch Kubernetes PostgreSQL
6 hours, 45 minutes ago

Field IT Operations Engineer

Green Thumb Industries 1K-5K Pharmaceuticals

Green Thumb is seeking a remote IT Operations Engineer to independently support end-user technology and core IT infrastructure across multiple business locations, with up to 40% travel and on-call participation.

iOS
6 hours, 59 minutes ago

AIS Tech Support Agent

Kpler 251-1K Professional Services

Kpler is seeking an AIS Tech Support Agent to support global AIS station owners, maintain network connectivity and health, and help contributors resolve technical and community-content issues.

Linux Salesforce TCP/IP
7 hours, 15 minutes ago

Global Service Desk Analyst - French Bilingual Overnight

Long View Systems 1K-5K IT Services

Long View is hiring a French Bilingual Global Service Desk Overnight Analyst across Canada to provide Tier I IT and communications support while delivering service excellence to clients worldwide.

7 hours, 15 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers