Senior Manager, Technical Support

🔥 9 minutes ago

🇺🇸 United States – Remote

💵 $105k - $145k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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ProcessUnity

WebsiteLinkedInAll Job Openings

51 - 200 employees

📋 Compliance

🔒 Cybersecurity

🏢 Enterprise

💰 Private Equity Round on 2021-09

Compliance • Cybersecurity • Enterprise

ProcessUnity is a leading provider of third-party risk management and cybersecurity risk management solutions. The company's platform offers comprehensive tools for automating third-party risk lifecycles, from onboarding and due diligence to ongoing monitoring and performance management. ProcessUnity is particularly known for its configurability and enterprise integrations, enabling organizations to unify their risk data and collaborate more effectively. With a strong emphasis on compliance, ProcessUnity also provides solutions for regulatory compliance, anti-bribery, and cybersecurity governance. The Global Risk Exchange, formerly known as CyberGRX, is part of ProcessUnity's offerings, providing access to a vast library of third-party risk assessments. ProcessUnity's platform is recognized as a leader in the Forrester Wave for Third-Party Risk Management Platforms.

📋 Description

• Own end-to-end health of the support function: resolution quality, escalation rate, handoff rate, and self-service deflection across both products. • Provide after-hours on-call coverage for emergencies and critical escalations as part of 24x7 support. • Accountable for support SLAs, backlog management, and trend analysis. • Manage and coach a team of global support engineers handling L2 escalations across authentication, platform configuration, integrations, Global Risk Exchange respondent support, and more • Directly own escalation relationships for our largest enterprise accounts across regulated industries. • Partner with engineering leadership on escalation and triage. • Redesign handoff and routing processes to achieve team efficiencies while delivering excellent service to customers. • Own ProcessUnity's AI-driven support ecosystem end-to-end triage, virtual agents, and automated deflection - including the response narratives and automated flows used with customers. • Use AI to analyze customer interactions, surface patterns and gaps, and run ongoing feedback-review cycles to keep the experience accurate and effective. • Own the knowledge base and self-service deflection strategy, prioritizing new content based on observed support patterns. • Report on support-function health and trends to leadership. • Vibe code tools to expedite and improve customer experience

🎯 Requirements

• 5+ years in customer/technical support, including minimum 3 years directly managing a support team for B2B SaaS • Demonstrated, strategic use of AI tools to drive process, documentation, and support improvements • Proven, hands-on experience owning an AI-driven support ecosystem end-to-end (e.g., Salesforce Agentforce, Fin by Intercom, Forethought, or comparable platforms) including automated flows, response narratives, and AI-driven analysis of customer interactions - with measurable results • Experience owning team member performance management: setting goals, conducting reviews, managing improvement plans, and making data-driven promotion/compensation recommendations • Proven coaching ability - track record of developing individual contributors' technical and communication skills through regular 1:1s, case reviews, and clear, structured feedback • Cross-functional collaboration skills and experience representing support's voice in broader organizational discussions (product, engineering, sales, or customer success, etc.). • Ability to effectively advocate for customer/support priorities in roadmap or process decisions • Experience building or scaling a support team (hiring, onboarding design, career pathing) • Track record of managing support operations by quantitative metrics (resolution time, escalation rate, handoff rate) rather than survey-based CSAT alone. • Practical troubleshooting expertise across core IT infrastructure: email delivery/routing (SMTP, DNS records like SPF/DKIM/DMARC), basic networking fundamentals (DNS, ports, VPNs), proxy and firewall behavior, REST API debugging (auth, payloads, status codes), etc. • Experience managing enterprise-account escalations • Experience partnering cross-functionally with engineering on defect triage and escalation. • Excellent written and verbal communication. • Ability to effectively tailor communication for a variety of audiences and purposes, including team coaching and executive reporting • Experience owning or building a support knowledge base or self-service deflection program (preferred) • Background in GRC, TPRM, vendor risk, or adjacent compliance software (preferred) • Experience with Salesforce platform administration and reporting (preferred) • Experience developing customer applications with an AI ecosystem to support the team's daily needs (preferred) • Vibe coding experience and history of creating tools and Apps with AI (preferred)