Technical Support Manager

About the Role

As the Manager of our expanding Technical Support team, you will be responsible for leading a team of TSEs who handle customer queries and technical issues. Your goal is to ensure that customer concerns are addressed promptly and with high quality, surpassing our SLAs to provide an exceptional customer experience. 

We are looking for someone with over 5 years of experience in building and managing Support teams within fast-paced, enterprise SaaS environments. You should have a track record of recruiting top talent externally and developing existing talent through coaching. The team is growing, so we need someone with a strong entrepreneurial/start-up mindset and approach to operations. You should be able to strike a balance between maintaining consistency and processes while being adaptable and flexible to meet the needs of the business and our customers.  

What you will do

You will be responsible for expanding the customer support organization by initiating ongoing improvements and advocating for positive changes to enhance service levels, boost customer satisfaction, decrease resolution times, reduce overall operating costs, and drive revenue growth. You will oversee both internal teams and third-party partners to meet Abnormal Security's standards, exceeding customer service goals and metrics for managing the customer success and support department.

To excel in this role, you will leverage your extensive experience in developing and refining Support and Success playbooks and processes to support growth, including the escalation process to Level 2 and Engineering, monitoring SLAs, driving continuous improvements, and optimizing team utilization. Your dedication to continually improving the efficiency and effectiveness of TSEs will be crucial in helping us meet and exceed our objectives. You will report to the Director of Support, Albert Ayala.

Your focus will be on executing consistently and with excellence in the following areas:

• Work with the team to provide first-line support response to customers following quarterly timeliness and quality targets as defined by you as a manager
• Hire, Develop & retain top Technical Support Engineers in the team and build a fostering culture
• Responsible for setting and tracking KPIs for the team, both individually and team-level established by the Director of Support
• Drive performance tracking, performance analysis, and reviews quarterly/half yearly and keep the team performance high
• Build trust with the team, conduct 1:1s with the team & responsible for the career progression of TSEs
• Establish best practices throughout the technical support process
• Guide the implementation, continuous improvement, and documentation of new and existing support system policies, procedures, and processes
• Organize and oversee the schedules of the Technical Support Engineers
• Provided customer insights and feedback to engineering and product management to improve product offerings
• Maintain knowledge of Technical Support trends and alert Engineering and Product Management as necessary
• Based on CSAT survey results, follow up with customers and address tech support problem areas
• Assess technical skills, evaluate training needs, and develop ongoing training programs
• Promote the importance of effective customer service as a cultural cornerstone
• Manage key relationships with Sales, Engineering, and Product Management to align and deliver services to business requirements

Product Knowledge & Advisory:

• Maintain a deep understanding of our product and roadmap so TSEs can guide customers on product issues and reduce the number of escalations to Level 2 TSEs
• Educate customers on the most relevant features and functionality related to their requirements
• Maintain professionalism/confidentiality in escalated situations with customers. 
• Strong technical troubleshooting skills
• Strong experience with Email Security, Security, Cloud Security technologies and products
• Strong written and spoken communication skills
• Strong ability to collaborate, coordinate, and escalate issues within a team of product support professionals
• Soft-skills oriented toward driving customer success
• Strong analytical and organizational skills
• Experience with case management systems and CRMs

Relationship Building:

• Understand their customer’s industry trends, business challenges with email security, and current and potential use cases for Abnormal
• With an understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives
• Develop and nurture Abnormal Security champions within their customer’s organization who advocate for the platform based on their positive experience

Cross-Functional Collaboration:

• Partner with the Abnormal Security Engineering and Product leads along with CS Technical Leads to help drive down escalations and escalate trends and serious issues and help reduce the overall number of issues.

Triage and Risk Mitigation:

• Monitor customer user trends to proactively identify risks and risk mitigation actions.
• Coordinate internal actions through a “Path to Green” action plan and schedule customer calls to address issues and concerns and ensure all commitments are met.

Must Haves

• Minimum of 5+ years of overall experience working in SaaS at the Enterprise level
• 5+ years leading support/service teams of 10+ TSEs
• Experience in building and scaling a team
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Strong supervisory and leadership skills
• Proficient with Salesforce

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