Senior Manager, Technical Support

We are looking for a dynamic, technically minded but personable leader, motivated and experienced in customer support, to join and lead our customer support group. As a Senior Technical Support Manager, you will be responsible for delivering fantastic customer support for our highly technical SOAR product to a diverse set of worldwide clients. The ideal candidate will have proven experience working in a customer support leadership position, demonstrate excellent leadership and interpersonal skills, possess strong communication skills, and serve as a role model and mentor to staff.

As the Senior Manager of Technical Support, your responsibilities will include:

• Managing the team's day-to-day functions.
• Responding to escalated customer support issues.
• Implementing and improving customer support processes to enhance customer satisfaction and excitement.
• Formulating and revising customer support policies and promoting their implementation.
• Informing the team of new information related to products, procedures, and trends.
• Assessing support statistics and preparing detailed reports on the findings.
• Interviewing and hiring new employees.
• Overseeing and evaluating the team's ongoing training efforts.
• Delivering performance evaluations and growing your team and its members.

Key Requirements:

• College diploma or equivalent environment.
• Prior experience in a managerial or supervisory role will be advantageous.
• Well-developed arbitration skills with the ability to remain impartial.Capacity to accept and utilize constructive criticism.
• Alignment with our company's values.
• Affinity for multitasking with precision.
• Top-notch oral, written, and interpersonal abilities.
• Thorough knowledge of legislation pertaining to consumer protection.
• Proven experience as a customer support leader, preferably within a similar

Preferred Skills (nice to have):

• Basic familiarity with Docker and Kubernetes (K8s)
• Basic familiarity with MongoDB, Shell Scripting, and Regex
• Experience with enterprise cybersecurity tools (SIEM, EDR, Threat Intel, Proxy, etc.)

Location:

Who we are, and what we offer:

Swimlane is a rapidly growing, innovative startup that provides cloud-scale, low-code security

automation for organizations of all industries and sizes. Our technology is relied upon by major security-

forward companies around the globe, and we are consistently rated as the #1 trusted low-code security automation platform. Our mission is to prevent breaches and enable continuous compliance via a low-code security automation platform that serves as the system of record for the entire security

organization.

The Perks of Being a Swimlaner:

• Competitive Benefits & Compensation

• Stock Options

• Training & Professional Development Opportunities

• MacBook Pro

• Great Company Culture

• We value collaboration and innovation

• Give-back Volunteering Opportunities

Here at Swimlane, our core focus is to Automate the World of Security and we strive to represent our

five core values in everything we do:

• Punch above your weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.

• Be a happy innovator - The hard problems are the fun problems to solve, we’re excited to take on difficult challenges and find creative solutions.

• Always be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.

• Move at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality.

• Have honesty and integrity in ‘all the things’ - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.