Senior Manager, Product Support

Job Summary

A company is looking for a Senior Manager, Product Support - Pubsec.

Key Responsibilities

• Lead and scale the Customer Support team, overseeing complex technical issue resolution
• Drive strategic initiatives, ensure operational excellence, and contribute to technical documentation development
• Manage customer escalations and collaborate with internal business units and stakeholders

Required Qualifications

• 10+ years of experience in customer-facing technical support roles and 7+ years in leadership positions
• Proven ability to build strong teams through recruiting and performance management
• Familiarity with troubleshooting methodologies and networking/cybersecurity concepts
• Expertise in improving customer satisfaction and driving operational metrics
• Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent experience