Senior Manager, Technical Support

October 28

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ExtraHop

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Cybersecurity • Security • Enterprise

ExtraHop is a company that specializes in providing security and network management solutions, leveraging real-time analytics to help organizations detect and respond to cyber threats. By utilizing machine learning and other advanced technologies, ExtraHop offers deep visibility into IT infrastructure, ensuring optimal performance and robust security. Their platform aids enterprises in monitoring traffic patterns and identifying unusual activities to protect against data breaches and other cyber risks.

501 - 1000 employees

🔒 Cybersecurity

🔐 Security

🏢 Enterprise

💰 $41M Series C on 2014-05

📋 Description

• Support a remote-first, flexible shift schedule. • Lead our talented team of Support Engineers, Team Leaders, and Managers. • Ensure our customers receive world-class technical support for our complex cybersecurity products. • Build and mentor a high-performing team, drive operational excellence, and act as a key liaison between our customers and our product and engineering teams.

🎯 Requirements

• Bachelor's degree in Computer Science, Information Security, or a related technical field, or equivalent practical experience. • [4+] years of experience in technical support or support engineering roles, with a strong focus on enterprise SaaS products. • [8+] years of experience in a leadership or management role, leading technical support teams (minimum of 30 FTEs) • Experience leading globally distributed teams • Proven experience optimizing ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management) and support tools (e.g., Online Communities, Slack, Confluence, Gainsight) • Excellent problem-solving, analytical, and troubleshooting skills, with the ability to analyze complex data sets. • Strong communication (written and verbal), interpersonal, and presentation skills, with the ability to explain complex technical concepts to both technical and non-technical audiences. • Demonstrated ability to build strong relationships with customers and internal stakeholders. • A customer-first mindset with a passion for delivering exceptional service. • Ability to thrive in a fast-paced, dynamic, and evolving environment. • Work cooperatively with others within the organization and other cross-functional stakeholders. • Work well in fast-paced, high-stress environments. • Ability to work a flexible schedule to meet the ever-changing needs of customers.

🏖️ Benefits

• Health, Dental, and Vision Benefits • Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time • Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan • FSA and Dependent Care Accounts + EAP, where applicable • Educational Reimbursement • 401k with Employer Match or Pension where applicable • Pet Insurance (US Only) • Parental Leave (US Only) • Hybrid and Remote Work Model