Senior Manager

LOCATION: Dallas, TX or Santa Clara, CA

WHO WE ARE:  

For enterprises struggling to secure cloud workloads, Aviatrix® offers a single solution for pervasive cloud security. Where current cybersecurity approaches focus on securing entry points to a trusted space, Aviatrix Cloud Native Security Fabric (CNSF) delivers runtime security and enforcement within the cloud application infrastructure itself – closing gaps between existing solutions and helping organizations regain visibility and control. Aviatrix ensures security, cloud, and networking teams are empowering developer velocity, AI, serverless, and what’s next. For more information, visit www.aviatrix.ai.

ABOUT THE ROLE: Senior Manager of Customer Support

As Sr. Manager, Customer Support, you will serve as the primary advocate for our customers while leading a high-performing support organization. This hands-on technical leadership role combines strategic management with deep technical expertise to drive exceptional customer experiences and product evolution.

You'll spearhead complex customer escalations, collaborate closely with Sales, Services, and Engineering teams, and transform customer insights into actionable intelligence that shapes our product roadmap. Working at the intersection of customer advocacy and technical excellence, you'll build and scale our support operations while driving data-driven improvements across the organization.

We're seeking a leader who understands the evolving landscape of cloud-native security and wants to be at the forefront of defining enterprise-grade customer support in this space.

Key Responsibilities

Team Leadership & Development

• Lead, hire, and develop world-class customer support teams focused on enterprise customer success.

• Define and track key performance indicators (KPIs) to drive team excellence and customer satisfaction.

• Mentor team members on advanced customer service methodologies and technical best practices.

• Foster a culture of continuous learning and customer-centricity.

Customer Advocacy & Escalation Management

• Quarterback complex customer escalations, coordinating cross-functional resources to ensure swift resolution.

• Develop a deep understanding of customer business challenges and technical environments.

• Build and maintain strategic relationships with key enterprise accounts.

• Translate customer feedback into actionable insights for product and engineering teams.

Technology & Analytics

• Build, optimize, and maintain Support CRM systems and AI-driven knowledge bases.

• Create automated dashboards and analytics to measure customer success and support effectiveness.

• Generate technical insights that drive product evolution and competitive advantage.

• Develop comprehensive technical resources, troubleshooting guides, and best practices documentation.

Process Excellence

• Analyze and optimize support processes to ensure consistent, high-quality customer experiences.

• Collaborate with Product Marketing and Solution Engineering on customer communication strategies.

• Drive cross-organizational alignment to achieve desired customer outcomes.

Required Qualifications

Education & Experience

• Bachelor's or Master's degree in Computer Science, Engineering, or related technical field.

• 8+ years of progressive experience in high-tech customer support, with 3+ years in management roles.

• Proven track record of scaling support organizations in fast-paced, enterprise software environments.

Technical Expertise

• Expert-level knowledge of networking and security technologies (Cisco, Juniper, Palo Alto, Fortinet, etc.).

• Strong hands-on experience with public cloud platforms (AWS, Microsoft Azure, Google Cloud, OCI).

• Deep understanding of cloud-native architectures and security frameworks.

Leadership & Communication

• Exceptional leadership abilities with experience managing remote and geographically distributed teams.

• Outstanding verbal and written communication skills with the ability to translate technical concepts for diverse audiences.

• Demonstrated ability to influence cross-functional teams and drive organizational change.

• Strong analytical and problem-solving capabilities with a customer-centric mindset.

Core Competencies

• Proven ability to build strategic customer relationships and identify key stakeholders.

• Experience with CRM systems, analytics tools, and support automation technologies.

• Track record of accountability and driving initiatives to completion.

• Ability to thrive in ambiguous, rapidly changing environments.

The US annual base salary range for this full-time position is $159,800-$188,000 + benefits + 401(k) match + equity and is bonus eligible. The pay range is determined by the role, work location, job-related skills, level, experience and relevant education.  The range displayed is applicable only for new hires for the listed position located in the US. Your Talent Advisor can share more details regarding salary ranges, benefits, and equity for your location during the hiring process.

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