Everbridge · 2 weeks ago
Senior Manager, Technical Support
United States
Contract
Hybrid
Senior Level, Lead/Staff
$105K/yr - $132K/yr
8+ years expEverbridge empowers enterprises and government organizations to manage critical events effectively. The Senior Manager, Technical Support will lead global technical support operations, ensuring exceptional customer service and driving continuous improvement initiatives across multiple teams.
Event ManagementInformation TechnologyRisk ManagementSecurity
Responsibilities
Lead and mentor multiple technical support teams delivering 24/7 support for Everbridge’s global SaaS platform and products
Define and execute support strategies that align with company goals for customer satisfaction, retention, and operational excellence
Oversee escalation management for critical customer incidents, ensuring timely communication, resolution, and post-mortem follow-up
Establish, monitor, and continuously improve KPIs and metrics, including response times, MTTR, CSAT, NPS, and SLA compliance
Partner with Product and Engineering leadership to prioritize and resolve systemic issues, and ensure customer feedback drives product improvements
Develop support readiness plans for new product launches, ensuring staff are trained and equipped to handle customer inquiries effectively
Lead workforce planning, hiring, and development to scale the support organization globally
Foster a culture of accountability, empathy, and technical excellence across geographically distributed teams
Implement and optimize support tools, knowledge bases, and automation initiatives to enhance customer self-service and efficiency
Contribute to executive-level reporting and strategic planning for global support operations
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or related field (Master's degree preferred)
8+ years of experience in technical support or SaaS operations, including 3+ years in a senior management or multi-team leadership role
Proven experience managing global support operations in a 24x7 SaaS environment
Deep understanding of SaaS technologies, APIs, networking, and cloud infrastructure (AWS, Azure, GCP)
Strong leadership skills with a track record of building, mentoring, and scaling high-performing support teams
Demonstrated success driving operational KPIs, customer satisfaction, and cross-functional alignment
Excellent communication, stakeholder management, and executive presentation skills
Experience with CRM and support tools such as Salesforce Service Cloud, Jira Service Management, or Zendesk
Familiarity with ITIL frameworks, incident management, and post-incident review processes
Ability to travel up to 25% of the time
Preferred
Experience in a mission-critical SaaS or enterprise software environment
Certifications such as ITIL, PMP, or AWS Cloud Practitioner
Background in DevOps, Site Reliability, or Customer Success operations
Experience leading remote and international teams
Benefits
Healthcare
Dental
Parental planning
Mental health benefits
Disability income benefits
Life and AD&D insurance
A 401(k) plan and match
Paid time off
Fitness reimbursements
Company
Everbridge
Everbridge is a national public warning solutions company that provides an event management platform to help government organizations.
1001-5000 employees
H1B Sponsorship
Everbridge has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (5)
2023 (5)
2022 (9)
2021 (7)
2020 (11)
Funding
Current Stage
Public CompanyTotal Funding
$455.73M2024-02-05Acquired
2019-12-23Post Ipo Debt· $450M
2019-01-14Post Ipo Equity
Leadership Team
David Wagner
President and CEO
Elliot Mark
SVP and General Counsel
Recent News
2025-11-20
2025-11-10
EIN Presswire
2025-10-17
Company data provided by crunchbase