
Senior Manager, Technical Support
2 days ago
Senior Manager, Technical Support
We are looking for a dynamic, technically minded but personable leader, motivated and
experienced in customer support, to join and lead our customer support group.
As a Senior Technical Support Manager, you will be responsible for delivering fantastic
customer support for our highly technical SOAR product to a diverse set of worldwide clients.
The ideal candidate will have proven experience working in a customer support leadership
position, show excellent leadership and interpersonal skills, have great communication skills,
and be a role model and mentor to staff.
As the Senior Manager of Technical Support, your responsibilities will include:
- Managing the team's day-to-day functions.
- Responding to escalated customer support issues.
- Implementing and improving customer support processes to enhance customer satisfaction and excitement.
- Formulating and revising customer support policies and promoting their implementation.
- Informing the team of new information related to products, procedures, and trends.
- Assessing support statistics and preparing detailed reports on the findings.
- Interviewing and hiring new employees.
- Overseeing and evaluating the team's ongoing training efforts.
- Delivering performance evaluations and growing your team and its members.
Key Requirements:
- College diploma or equivalent environment.
- Prior experience in a managerial or supervisory role will be advantageous.
- Well-developed arbitration skills with the ability to remain impartial.Capacity to accept and utilize constructive criticism.
- Alignment with our company's values.
- Affinity for multitasking with precision.
- Top-notch oral, written, and interpersonal abilities.
- Thorough knowledge of legislation pertaining to consumer protection.
- Proven experience as a customer support leader, preferably within a similar
Preferred Skills (nice to have):
- Basic familiarity with Docker and Kubernetes (K8s)
- Basic familiarity with MongoDB, Shell Scripting, and Regex
- Experience with enterprise cybersecurity tools (SIEM, EDR, Threat Intel, Proxy, etc.)
Location: We are seeking qualified candidates in India for this position.
Who we are, and what we offer:
Swimlane is a rapidly growing, innovative startup that provides cloud-scale, low-code security
automation for organizations of all industries and sizes. Our technology is relied upon by major security-
forward companies around the globe, and we are consistently rated as the #1 trusted low-code securityautomation platform. Our mission is to prevent breaches and enable continuous compliance via a low-
code security automation platform that serves as the system of record for the entire security
organization.
The Perks of being a Swimlaner:
• Competitive Benefits & Compensation
• Stock Options
• Training & Professional Development Opportunities
• MacBook Pro
• Great Company Culture
• We value collaboration and innovation
• Give-back Volunteering Opportunities
Here at Swimlane, our core focus is to Automate the World of Security and we strive to represent our
five core values in everything we do:
• Punch above your weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.
• Be a happy innovator - The hard problems are the fun problems to solve, we're excited to take on difficult challenges and find creative solutions.
• Always be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.
• Move at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality.
• Have honesty and integrity in 'all the things' - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.
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