Senior Manager, Technical Support – Services

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Doppel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2022

🔒 Cybersecurity

🤖 Artificial Intelligence

☁️ SaaS

Cybersecurity • Artificial Intelligence • SaaS

Doppel is an AI-native social engineering defense platform that protects organizations from AI-powered impersonation, phishing, deepfakes and multi-channel social engineering attacks. The platform unifies Digital Risk Protection, Human Risk Management (simulation and security awareness training), and Email Security to detect, correlate (via a Threat Graph), and remediate attacker infrastructure across domains, social media, ad networks, telco, marketplaces and dark channels. Doppel emphasizes agentic AI automation for detection, takedowns, phishing triage and scalable SOC workflows, and targets enterprise customers across industries such as financial services, healthcare, technology, retail and manufacturing.

📋 Description

• Lead a blended technical support organization consisting of frontline Support contractors and senior technical-services resources • Own day-to-day performance of the contracted Support team, including staffing, coverage, training, quality, productivity, and adherence to service-level standards • Coach and develop senior technical resources responsible for advanced troubleshooting, integrations, reporting, and complex customer requests • Define ownership boundaries across Support, Technical Services, Customer Success, Solutions Architecture, Product, and Engineering • Evolve frontline Support into a disciplined first line of validation, investigation, and resolution • Establish and enforce escalation-readiness standards • Improve routing accuracy and reduce duplicate, premature, or multi-team escalations • Ensure clear customer ownership, consistent communication, and documented next steps throughout case lifecycles • Lead critical or technically complex customer escalations • Deliver scoped technical services including integrations, reporting, configuration support, and complex technical projects • Partner with CSMs on technically complex customer needs while Customer Success retains commercial account ownership • Establish criteria for Support, Technical Services, Solutions Architecture, Product, and Engineering escalation • Turn recurring investigations into playbooks, diagnostics, training, automation, and self-service • Partner with Enablement to create technical training and certification programs • Improve visibility across customer-facing and engineering workflows • Use case and escalation data to measure routing quality, Support-owned resolution, specialist escalation volume, and recurring technical demand • Build feedback loops from Support and Technical Services into Product and Engineering

🎯 Requirements

• 8+ years in technical support, customer engineering, solutions, or post-sales • 3+ years managing technical customer-facing teams • Proven track record managing technical organizations integrating frontline customer support with advanced escalation and technical services teams • Strong technical troubleshooting, escalation management, and root cause analysis skills • Experience supporting a complex enterprise SaaS, cybersecurity, cloud, data, or infrastructure product • Demonstrated success building support processes, service levels, escalation models, playbooks, and performance metrics • Experience partnering closely with Product and Engineering on customer escalations and product improvements • Ability to communicate credibly with customer technical teams, security leaders, executives, and internal engineering stakeholders • Strong record of developing high-performing technical teams • Ability to bring structure and accountability to a fast-growing environment • Experience overseeing customer-facing technical delivery such as integrations, configuration, reporting, APIs, or scoped technical projects • Preferred: Experience in cybersecurity, threat intelligence, digital risk protection, trust and safety, fraud, or social engineering defense • Preferred: Familiarity with APIs, SSO, identity systems, integrations, cloud platforms, and enterprise security workflows • Preferred: Experience building or scaling advanced support, support engineering, technical services, or customer engineering capabilities • Preferred: Experience improving support resolution rates and reducing engineering escalations • Preferred: Experience with Pylon, Zendesk, Jira, Linear, or similar workflow systems • Preferred: Experience implementing global, follow-the-sun, or on-call support coverage • Preferred: Familiarity with AI-assisted support, workflow automation, and customer self-service • Preferred: Experience working in a rapidly growing startup or similarly dynamic environment

🏖️ Benefits

• Meaningful equity so you share in Doppel’s success • A remote-first culture with flexibility built in • Flexible PTO • Comprehensive health benefits • Parental leave • High-growth environment with immediate impact and visibility • Opportunity to evolve and scale a critical technical customer organization