Sr. Manager, Global Technical Support jobs in United States
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Smarsh ยท 7 hours ago

Sr. Manager, Global Technical Support

positionAtlanta, GA
timeFull-time
remoteOnsite
senioritySenior Level, Lead/Staff, Director/Executive
money$136K/yr - $175K/yr
date7+ years exp

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. As a Senior Manager, Global Technical Support, you will lead a global team to ensure effective assistance with technical issues, focusing on customer satisfaction and service excellence.

EdiscoveryEnterprise SoftwareSaaS
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H1B Sponsor Likelynote

Responsibilities

Manage and mentor a global team of technical support professionals and/or subordinate manager(s) in a high-performance environment
Develop and retain talent, fostering career growth and progression for team members
Drive consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Services) in the workflow
Develop and implement support strategies and objectives that align with company goals
Analyze support metrics to identify trends and areas for improvement
Manage resources effectively, primarily staffing across multiple time zones
Ensure high levels of customer satisfaction through effective support solutions
Actively engage directly with customers and partners to build relationships, gather voice of customer feedback, and manage escalations
Implement new technologies and tools, including AI, to enhance support efficiency
Recommend workflow, platform, and support channel improvements to resolve issues and scale the use of new support practices
Promote our adoption of self-service offerings by our customers and partners, including knowledgebase, community, and training resources
Stay informed about the organization's products or services, as well as industry trends and best practices in technical support
Provide guidance to your team on complex technical issues
Handle escalated or urgent technical issues effectively, providing leadership and support to your team during critical situations and following established incident processes
Actively participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes
Conduct performance analysis based on support metrics and quality reviews, delivering in weekly/bi-weekly 1:1s
Collaborate across functions to resolve escalated issues, fulfill customer needs, and improve supportability of products and services
Contribute support feedback to product roadmap planning and enhancements
Participate in the sales process to promote bookings growth for premium Support offerings
Interact with all levels of leadership across Smarsh and clients as needed
Generate reports on support metrics and present findings to stakeholders
Use data analysis to drive decision-making and strategic planning

Qualification

B2B technical supportVoice Recording SystemsCrisis managementCRM business systemsMicrosoft business applicationsJIRA/ConfluenceAnalytical skillsProcess improvementTraining & developmentData analysisCustomer engagementTechnical expertiseResource managementReporting & analysisSIP SignalingLinuxWindows ServerMicrosoft Azure NetworkWindows networkingWireshark / WinPcapCross-collaborationExceptional communicationTeam leadership

Required

7-10 years of experience in B2B technical support
3-5 years successfully leading technical support organizations, ideally across multiple geographies
Industry experience with Voice Recording &/or Telephony Systems (Microsoft, Cisco, Avaya, RingCentral, etc.) is highly desirable
Strong tactical decision-making and crisis management experience in a continuously evolving environment
Experience applying critical thinking and analytical skills to drive larger objectives which contribute to multiple areas of the organization
Cross-collaboration experience with Product Management, Sales Management, and Partners/Resellers
Passion for helping customers and team members succeed
Exceptional verbal, written, presentation, and interpersonal communication skills
Ability to persuade others in sensitive complex situations while preserving relationships
Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms

Preferred

SIP Signaling with a solid understanding of the protocol
Linux and Windows Server
Microsoft Azure Network
Windows networking
Wireshark / WinPcap

Company

Smarsh

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Glassdoor3.1
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Smarsh manage the risk and see the value in their communications data.
dateFounded in 2001
location
Portland, Oregon, USA
people-size1001-5000 employees
web-link
http://www.smarsh.com

H1B Sponsorship

Smarsh 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 (16)
2024 (5)
2023 (12)
2022 (22)
2021 (2)
2020 (1)

Funding

Current Stage
Late Stage
Total Funding
unknown
Key Investors
K1 Investment Management
2016-01-15Private Equity

Leadership Team

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Vinay Mehta
Chief Technology Officer
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Ian Black
SVP Customer Success
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Recent News

Business Wire
Smarsh Awarded a 2025 AWS Partner Award
2025-12-05
Android Central
Pixel's new RCS change could let your boss see all messages on your phone
2025-12-01
PR.com
A-Team Group Names Winners of Its RegTech Insight Awards - USA for 2025
2025-11-21
Company data provided by crunchbase