Manager, Technical Client Support - EMEA/APJ

Who we seek: 

A self-motivated, technically proficient, intellectually curious, creative individual who has the patience and passion to guide customers throughout all stages of product evaluation and adoption. You find a collaborative environment rewarding, yet you are equally content working independently. As an influential and effective leader, you are eager to share knowledge and best practices with your team, mentor staff, and develop and sustain an open line of communication with customers. You are comfortable interacting with customer stakeholders at all levels of the organization: from the hands-on engineers, system and database administrators, security and privacy professionals, to Chief Information Security Officers, Chief Privacy Officers, and Chief Data Officers. Knowing how to tailor your approach depending on the target audience, you can summarize and provide a relevant high-level overview to upper management, while sharing a detailed technical explanation with various technology practitioners. 

What you’ll do: 

As a Manager in Client Support, you will lead a Technical Backline Support team within the Client Support organization. The team works closely with customers to resolve the most challenging and complex issues arising during production implementations, POC projects, upgrades, and the ongoing use of the BigID product. 

Our ideal candidate will have extensive experience in customer-facing technical support or services roles and team leadership, with a deep understanding of:

• Customers’ business drivers and needs
• The technical knowledge, expertise, and skill sets required to support a BigID solution effectively
• Proven ability to inspire and motivate a team, fostering a positive work environment that encourages growth and collaboration
• Strong skills in promoting teamwork and cross-functional collaboration, ensuring that team members work cohesively toward shared goals
• A commitment to recognizing and celebrating individual and team achievements, reinforcing a culture of appreciation and excellence
• Experience in developing strategies to maintain team morale, especially during high-pressure situations

Team Leadership

• Collaborate with your Technical Support engineers to:
• Review case handling and enhance technical expertise
• Identify and develop team strengths and areas for growth
• Mentor and help team members grow professionally, focusing on technical skills, conflict resolution, customer advocacy, and other key interpersonal skills
• Provide ongoing communication with your team and peers, prioritizing cases, customers, and escalations
• Effectively delegate, trusting the right people to perform critical tasks when needed
• Raise challenges to upper management and brainstorm solutions to drive improvements

Cross-Functional Collaboration

You will work closely with the Client Support management team, Engineering, Customer Success, Professional Services and Sales Engineering teams to:

• Communicate relevant details succinctly to stakeholders at all levels, from technical practitioners to executives
• Share knowledge, prioritize defect resolutions and enhancement requests, and provide product feedback from enterprise customers (including Fortune 100 firms)
• Develop and implement solutions to challenging customer needs, ensuring high levels of customer satisfaction

Hands-On Leadership

• Act as a hands-on player/coach, ready to work alongside the team and support them on complex technical issues when necessary
• Jump in as needed to manage high-pressure escalations or challenging customer situations with professionalism and expertise

Collaboration with Leadership

• Partner with the Head of Client Support to:
• Build and maintain a skilled support team capable of interacting with diverse client stakeholders
• Ensure the team has the knowledge and experience necessary for success in a fast-paced, customer-facing environment

What you’ll bring: 

• Extensive customer-facing experience, with at least 7 years in a Support or Professional Services role – preferably engaged in hands-on troubleshooting activities related to enterprise software product implementations within enterprise corporate environments 
• At least 2 years of demonstrable direct management experience or equivalent leadership role 
• An undergraduate degree in Computer Science, Information Technology/Systems, or other related technical disciplines. (Extensive professional experience and track-record of prior success may be considered in lieu of a formal degree) 
• Some proficiency with configuration and management of Linux-based Operating Systems, including basic shell competency, experience with package management systems, file archiving/compression tools, remote access and file transfer protocols, file sharing technology, and authentication frameworks 
• Strong experience with one or more RDBMS, such Oracle, Microsoft SQL Server, PostgreSQL, Db2, MySQL/MariaDB, etc. 
• Familiarity with cloud environments, such as AWS and Azure 
• Experience with enterprise applications, including Salesforce.com, Box, Office 365, Google Apps for Business, SharePoint, SAP, or others 
• Strong troubleshooting skills and a methodical approach to issue resolution 
• Proven track record of managing multiple conflicting priorities with varying degrees of complexity 
• Excellent communication, presentation and organization skills 
• English fluency (written and spoken)

What’s in it for you?!

Our people are the foundation of our success, and we prioritize offering a wide range of benefits that make our team happier and healthier.

• Equity participation - everyone shares in our success
• Flexible work arrangements 
• Other compulsory benefits based on country of residence

Our Values:

We look for people who embody our values - Care, Do, Try & Shine.

• Care - We care about our customers and each other
• Do - We do what it takes to make a positive impact
• Try - We try our best and we don’t give up
• Shine - We shine and make it our mission to always stand out

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