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ManagerFull-time
Salary Range
$176,800 - $239,200 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Manager to lead the day-to-day operations of our Technical Support team at SpecterOps. This role focuses on building and scaling the support function for BloodHound Enterprise in complex enterprise environments.
Key Responsibilities
- →Own the day-to-day operation of the technical support function
- →Manage ticket flow, triage processes, and escalation pathways
- →Ensure timely and high-quality responses to customer issues
- →Monitor and improve operational metrics such as response time, resolution time, and backlog health
- →Identify opportunities to improve efficiency through better processes, tooling, or documentation
- →Work with Support Engineers to improve existing workflows and establish new operational processes
- →Lead and develop a team of highly technical Support Engineers
- →Provide coaching and mentorship to support engineers handling complex customer environments
- →Ensure support issues are translated into clear, actionable signal for Product and Engineering
- →Partner with Product Management to provide real-world operational insights from customers
Requirements
- ✓3-5 years’ experience leading or mentoring a technical support team
- ✓Strong operational mindset with experience improving support workflows or processes
- ✓Ability to manage competing priorities across tickets, escalations, and internal initiatives
- ✓Strong communication skills across engineering, product, and customer-facing teams
- ✓Desire to embody our core values of passionate curiosity, consistent improvement, empathy, sustainability, humility, and empowerment through transparency.
Benefits
- ★Health/Dental/Vision/life insurance: 100% covered for both the employee and their family
- ★Flexible time off policy
- ★10+ paid holidays annually
- ★401(k) with up to 4% company match
- ★Equity and a potential bonus based on company performance
- ★Remote work: $1,500 first year allowance to set up home office
- ★$1,800 annual connectivity reimbursement
- ★$5,000 annual professional development reimbursement
- ★$5,250 towards continuing education or student loan repayment
- ★$1,800 annual reimbursement for lifestyle & wellness
- ★A one-time $10,000 benefit towards family planning
- ★In person and virtual employee events throughout the year
- ★And of course, company swag!
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