Sr Manager, Technical Support (Remote - UK)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Sr Manager, Technical Support in the United Kingdom.

As a Senior Manager in Technical Support, you will lead and mentor a high-performing, globally distributed team of support engineers, team leaders, and managers, ensuring world-class technical assistance for complex enterprise SaaS products. You will drive operational excellence, foster a culture of collaboration and continuous learning, and act as a key liaison between customers, product, and engineering teams. This role combines strategic leadership with hands-on involvement in optimizing support processes, tools, and customer experiences, and is ideal for a dynamic, technically-savvy leader passionate about cybersecurity and customer success.

Accountabilities:

• Lead, mentor, and develop a team of support professionals, fostering accountability, collaboration, and continuous learning
• Oversee daily support operations, ensuring coverage, workload balance, and alignment with service-level agreements (SLAs) and key performance indicators (KPIs)
• Serve as an escalation point for complex technical issues and lead incident, case, and account escalation protocols
• Collaborate with customers to understand needs, gather feedback, and translate insights into actionable improvements
• Implement and optimize support processes, tools, and documentation to enhance efficiency and self-service capabilities
• Maintain technical expertise in enterprise SaaS products, cybersecurity technologies, and emerging industry trends
• Partner with Product Management, Engineering, and Customer Success teams to facilitate issue resolution and contribute to product enhancements
• Participate in strategic planning for the support function, driving initiatives to improve customer experience and product quality
  
  
  

Requirements

• Bachelor's degree in Computer Science, Information Security, or a related technical field, or equivalent experience
• 4+ years in technical support or support engineering roles with enterprise SaaS products
• 8+ years in leadership roles managing technical support teams (minimum 30 FTEs), including globally distributed teams
• Proven experience optimizing ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management) and support tools (e.g., Slack, Confluence, Gainsight)
• Strong analytical, problem-solving, and troubleshooting skills with the ability to interpret complex data
• Excellent communication, interpersonal, and presentation skills to convey technical concepts to diverse audiences
• Customer-first mindset and proven ability to build strong relationships with stakeholders
• Flexibility to work varied shifts to meet customer needs and thrive in a dynamic, fast-paced environment
• Preferred: Network security experience, familiarity with XDR, EDR, NDR, SIEM, Six Sigma, and experience leading digital transformation initiatives or international/offshore teams
  
  
  

Benefits

• Health, dental, and vision coverage, with options for dependents
• Flexible paid time off, sick leave, and federal holidays (where applicable), plus volunteer days
• Participation in annual discretionary bonus plans, retirement savings with employer match or pension
• Educational reimbursement opportunities
• Pet insurance (where applicable) and parental leave
• Hybrid and remote work model supporting work-life balance
• A collaborative, high-performing culture emphasizing learning, diversity, and inclusion
  
  

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching. When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.

🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.

📊 It compares your profile to the job's core requirements and past success factors to determine your match score.

🎯 Based on this analysis, we automatically shortlist the three candidates with the highest match to the role.

🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company. Final decisions, interviews, and assessments are then handled by their internal hiring team.

Thank you for your interest!