Senior Manager, Technical Support

10 hours ago

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Everbridge

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Security • Telecommunications • Enterprise

Everbridge is a company specializing in critical event management solutions designed to enable organizations to plan, anticipate, mitigate, respond to, and recover from unexpected events. With a broad suite of products including risk intelligence, mass notification, crisis management, and public warning systems, Everbridge is committed to maximizing organizational resilience through their integrated Everbridge 360™ platform. Serving industries such as financial services, healthcare, technology, telecommunications, energy, and government sectors, Everbridge helps over 6,500 global customers manage critical events more effectively. Their solutions ensure workforce safety, protect assets, and maintain business continuity during disruptions, ensuring swift communication and effective management of crises.

1001 - 5000 employees

Founded 2002

🔐 Security

📡 Telecommunications

🏢 Enterprise

📋 Description

• Lead and mentor multiple technical support teams delivering 24/7 support for Everbridge’s global SaaS platform and products • Define and execute support strategies that align with company goals for customer satisfaction, retention, and operational excellence • Oversee escalation management for critical customer incidents, ensuring timely communication, resolution, and post-mortem follow-up • Establish, monitor, and continuously improve KPIs and metrics, including response times, MTTR, CSAT, NPS, and SLA compliance • Partner with Product and Engineering leadership to prioritize and resolve systemic issues, and ensure customer feedback drives product improvements • Develop support readiness plans for new product launches, ensuring staff are trained and equipped to handle customer inquiries effectively • Lead workforce planning, hiring, and development to scale the support organization globally • Foster a culture of accountability, empathy, and technical excellence across geographically distributed teams • Implement and optimize support tools, knowledge bases, and automation initiatives to enhance customer self-service and efficiency • Contribute to executive-level reporting and strategic planning for global support operations

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s degree preferred) • 8+ years of experience in technical support or SaaS operations, including 3+ years in a senior management or multi-team leadership role • Proven experience managing global support operations in a 24x7 SaaS environment • Deep understanding of SaaS technologies, APIs, networking, and cloud infrastructure (AWS, Azure, GCP) • Strong leadership skills with a track record of building, mentoring, and scaling high-performing support teams • Demonstrated success driving operational KPIs, customer satisfaction, and cross-functional alignment • Excellent communication, stakeholder management, and executive presentation skills • Experience with CRM and support tools such as Salesforce Service Cloud, Jira Service Management, or Zendesk • Familiarity with ITIL frameworks, incident management, and post-incident review processes

🏖️ Benefits

• healthcare • dental • parental planning • mental health benefits • disability income benefits • life and AD&D insurance • a 401(k) plan and match • paid time off • fitness reimbursements