Senior Manager
Technical Customer Support
Confirmed live in the last 24 hours
Canada • Remote
Experience Level
Desired Skills
  • Bachelor's degree in Computer Science, IT, or other related field
  • Or equivalent work experience
  • 7+ years total professional experience
  • 5+ years of demonstrated experience in Technical SAAS product support for enterprise level clients and
  • 2+ years in managerial capacity
  • Excellent verbal and written skills specifically in the documentation and presentation of findings
  • Exceptional negotiation skills to ensure the technical issue is resolved by the customers and SecurityScorecard standards
  • Strong interpersonal skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with and facilitate small groups
  • Demonstrated ability to juggle and prioritize a high volume workload while handling details accurately, in a timely manner, and under pressure; strong organizational skills
  • Strong understanding of how the Internet works to be able to solve domain and IP attribution challenges
  • Demonstrated success as a highly creative, curious technologist and problem solver
  • Ability to retain composure under stressful conditions, communicates effectively with a wide array of individuals
  • Build and retain a high-performing support team that delivers against business goals and meets SLAs
  • Handle complex and/or escalated technical service issues and claims with heavy focus on communication with customers, clients, affiliates, vendors and other departments
  • Build tools and processes that proactively identify the need for intervention and reactively respond to situations requiring technical assistance
  • Lead engagement with the Development Engineering team, including bug reporting/resolution processes
  • Conduct case reviews to help accelerate closure of support cases and to identify case handling issues; provide feedback to engineers and management, as needed
  • Develop, own, and drive action plans for technical escalations
  • Communicate customer priorities to Product and Engineering
  • Lead escalation management activities and coordinate cross-collaboration with the global team to ensure customer satisfaction
  • Manage customers through issue resolution including customer meetings, status reports, updates, and troubleshooting
  • Investigate customer technical issues and articulate customer concerns across Sales, Product and Engineering
  • Participate or lead Critical Accounts Calls
  • Ensure Customer, Customer Success and Sales satisfaction is met before an account is “deescalated”
  • Identify possible escalated cases and accounts and delegate to team members to develop. an action plan around the issue
  • Collaborates with Customer Support on Escalated tickets and works them to completion
Desired Qualifications
  • Knowledge of cybersecurity attack vectors is a plus

501-1,000 employees

Predictive cybersecurity platform
Company Overview
SecurityScoreCard's mission is to make the world a safer place by transforming the way organizations understand, mitigate, and communicate cybersecurity risk to their boards, employees, and vendors.
  • Health benefits
  • Education stipend
  • Unlimited PTO
  • Parental leave
  • 401K
  • Stock options
  • Referral bonuses
  • Remote work available
Company Core Values
  • Solutions Focused
  • Customer Obsessed
  • One Scorecard
  • Resilient
  • Embody #SecurityDNA