Barracuda Networks is seeking a Technical Support Manager to lead a team, ensuring exceptional customer experience for clients, resellers, and distributors. This role involves monitoring performance, promoting individual growth, driving process optimization, and collaborating with cross-functional teams across US, APAC, and EMEA to continuously improve customer care and resolve escalated issues promptly.

Must Have

• Lead and develop Technical Support teams
• Monitor performance metrics and promote individual growth
• Drive process optimization and standardization
• Ensure high customer satisfaction and retention
• Manage resources to meet service level expectations
• Resolve escalated customer issues promptly
• Collaborate with cross-functional teams to address key issues
• Bachelor’s degree or equivalent work experience
• 2-3 years of supervisory experience
• 4+ years of progressive call center / technical support experience
• Proven leadership and team development skills
• Strong organizational, time management, and communication abilities

Perks & Benefits

• Equity, in the form of non-qualifying options
• High-quality health benefits
• Retirement Plan with employer match
• Career-growth opportunities
• Flexible Time Off benefits
• Paid Time Off benefits
• Volunteer opportunities

Description

Job ID 26-439

Come join our passionate team! Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed service providers worldwide trust us to protect and support them with solutions that are easy to buy, deploy, and use.

We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an Equal Opportunity Employer, committed to equal employment opportunity and equitable compensation regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.

Envision yourself at Barracuda

Barracuda Networks is currently looking for a Technical Support Manager. As a Technical Support Manager, you will lead a Technical Support team, ensuring exceptional customer experience for clients, resellers, and distributors. Reporting to the Senior Director of Technical Support, this role collaborates with peers across US, APAC, and EMEA to drive organizational direction and continuous improvement in customer care

What you’ll be working on

• Lead and develop Technical Support teams, partnering with Sales, Engineering, Training, and other departments.
• Monitor performance metrics and promote individual growth.
• Drive process optimization and standardization.
• Ensure high customer satisfaction and retention through continuous improvement.
• Manage resources to meet service level expectations.
• Resolve escalated customer issues promptly.
• Collaborate with cross-functional teams to address key issues.

What you bring to the role

• Bachelor’s degree or equivalent work experience
• 2-3 years of supervisory experience
• 4+ years of progressive call center / technical support experience
• Proven leadership and team development skills.
• Strong organizational, time management, and communication abilities
• Excellent organizational, time management and communication skills (written and verbal)

What you’ll get from us

A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda.

• Equity, in the form of non-qualifying options
• High-quality health benefits
• Retirement Plan with employer match
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Volunteer opportunities

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