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Senior Manager, Global Technical Support - Critical Event Management Platform
United States
Full Remote
AI Summary
Lead Everbridge's global technical support operations for their critical event management platform. This role involves setting strategic direction, driving continuous improvement, and ensuring exceptional customer experiences across 24/7 support tiers. The ideal candidate is a seasoned leader passionate about building scalable support organizations in a fast-paced SaaS environment.
Key Highlights
Lead and mentor multiple global technical support teams delivering 24/7 support.
Define and execute support strategies to achieve customer satisfaction, retention, and operational excellence.
Oversee escalation management for critical customer incidents and drive post-mortem follow-up.
Establish, monitor, and improve KPIs such as response times, MTTR, CSAT, NPS, and SLA compliance.
Partner with Product and Engineering to resolve systemic issues and incorporate customer feedback.
Develop support readiness plans for new product launches and lead workforce planning for global scaling.
Foster a culture of accountability, empathy, and technical excellence.
Implement and optimize support tools, knowledge bases, and automation for efficiency and self-service.
Contribute to executive-level reporting and strategic planning for global support operations.
Technical Skills Required
Benefits & Perks
Salary range: $105,000 - $132,000
Variable compensation
Healthcare
Dental
Parental planning
Mental health benefits
Disability income benefits
Life and AD&D insurance
401(k) plan and match
Paid time off
Fitness reimbursements
Job Description
The Senior Manager, Technical Support will lead Everbridge’s global technical support operations for our critical event management platform. This role oversees multiple teams of technical support engineers, ensuring an exceptional customer experience across all tiers of support.
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