Sr. Manager, Global Technical Support

Smarsh empowers over 6500 organizations in regulated industries to manage risk and unleash intelligence in their digital communications. As a Senior Manager, Global Technical Support for Smarsh Call Recording & Analytics, you will lead a global team, ensuring prompt and effective technical assistance for customers. You will own support delivery, customer satisfaction, and service excellence strategy and execution, focusing on SLA adherence, support readiness, and team development. This role involves close collaboration with product and sales leadership to ensure product supportability, drive resolution of escalated issues, and promote self-service offerings.

Must Have

• Manage and mentor a global team of technical support professionals.
• Develop and implement support strategies and objectives aligned with company goals.
• Analyze support metrics to identify trends and areas for improvement.
• Manage resources effectively, primarily staffing across multiple time zones.
• Ensure high levels of customer satisfaction through effective support solutions.
• Actively engage directly with customers and partners to manage escalations.
• Implement new technologies and tools to enhance support efficiency.
• Handle escalated or urgent technical issues effectively.
• Actively participate in readiness planning for pre-releases and new product introductions.
• Collaborate across functions to resolve escalated issues and improve product supportability.
• 7-10 years of experience in B2B technical support.
• 3-5 years successfully leading technical support organizations.
• Strong tactical decision-making and crisis management experience.
• Experience applying critical thinking and analytical skills.
• Cross-collaboration experience with Product Management, Sales Management, and Partners/Resellers.
• Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence.

Good to Have

• Industry experience with Voice Recording &/or Telephony Systems (Microsoft, Cisco, Avaya, RingCentral, etc.).
• Passion for helping customers and team members succeed.
• Exceptional verbal, written, presentation, and interpersonal communication skills.
• Ability to persuade others in sensitive complex situations while preserving relationships.
• Solid understanding of SIP Signaling protocol.
• Experience with Linux and Windows Server.
• Knowledge of Microsoft Azure Network and Windows networking.
• Experience with Wireshark / WinPcap.

Perks & Benefits

• Lifelong learning environment.
• Opportunity to innovate with purpose, humility and humor.
• Collaborative work environment.
• Work closely with popular communications platforms and leading cloud infrastructure platforms.
• Utilize the latest in AI/ML technology.
• Global organization that values diversity.
• Provides opportunities for everyone to be their authentic self.
• Leadership, culture, and commitment to developing people recognized by Comparably.com Best Places to Work Awards.

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Summary

As a Senior Manager, Global Technical Support for Smarsh Call Recording & Analytics, you will be part of our global support leadership team, providing leadership to a global team that ensures our customers receive prompt and effective assistance with technical issues related to our products and services. You will own support delivery, customer satisfaction, and service excellence strategy and execution for your team. Key focus areas include SLA adherence related to response and resolution, support readiness, and team development. In this role you will collaborate closely with Smarsh cross-functional leadership, especially product and sales to ensure product supportability, drive resolution of escalated issues and related customer communications, and promote awareness and adoption of self-service offerings to leverage knowledge reuse and rapid resolution.

How will you contribute?

Team Leadership

• Manage and mentor a global team of technical support professionals and/or subordinate manager(s) in a high-performance environment.
• Develop and retain talent, fostering career growth and progression for team members.
• Drive consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Services) in the workflow.

Strategy Development

• Develop and implement support strategies and objectives that align with company goals.
• Analyze support metrics to identify trends and areas for improvement.

Resource Management:

• Manage resources effectively, primarily staffing across multiple time zones.

Customer Engagement:

• Ensure high levels of customer satisfaction through effective support solutions.
• Actively engage directly with customers and partners to build relationships, gather voice of customer feedback, and manage escalations.

Process Improvement:

• Implement new technologies and tools, including AI, to enhance support efficiency.
• Recommend workflow, platform, and support channel improvements to resolve issues and scale the use of new support practices.
• Promote our adoption of self-service offerings by our customers and partners, including knowledgebase, community, and training resources.

Technical Expertise:

• Stay informed about the organization's products or services, as well as industry trends and best practices in technical support.
• Provide guidance to your team on complex technical issues.

Crisis Management:

• Handle escalated or urgent technical issues effectively, providing leadership and support to your team during critical situations and following established incident processes.

Training & Development:

• Actively participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes.
• Conduct performance analysis based on support metrics and quality reviews, delivering in weekly/bi-weekly 1:1s.

Cross-Functional Collaboration:

• Collaborate across functions to resolve escalated issues, fulfill customer needs, and improve supportability of products and services.
• Contribute support feedback to product roadmap planning and enhancements.
• Participate in the sales process to promote bookings growth for premium Support offerings.
• Interact with all levels of leadership across Smarsh and clients as needed.

Reporting & Analysis:

• Generate reports on support metrics and present findings to stakeholders.
• Use data analysis to drive decision-making and strategic planning.

What will you bring?

• 7-10 years of experience in B2B technical support, with 3-5 years successfully leading technical support organizations, ideally across multiple geographies.
• Industry experience with Voice Recording &/or Telephony Systems (Microsoft, Cisco, Avaya, RingCentral, etc.) is highly desirable.
• Strong tactical decision-making and crisis management experience in a continuously evolving environment.
• Experience applying critical thinking and analytical skills to drive larger objectives which contribute to multiple areas of the organization.
• Cross-collaboration experience with Product Management, Sales Management, and Partners/Resellers.
• Passion for helping customers and team members succeed.
• Exceptional verbal, written, presentation, and interpersonal communication skills.
• Ability to persuade others in sensitive complex situations while preserving relationships.
• Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.

Bonus skills:

SIP Signaling with a solid understanding of the protocol, Linux and Windows Server, Microsoft Azure Network, Windows networking, Wireshark / WinPcap

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.