Technical Support Manager

ArmorCode is on a mission to supercharge security teams with a new model to reduce risk and burn down critical security tech debt. With its AI-powered ASPM platform, ArmorCode integrates with all your security scanners across applications, infrastructure, containers, and cloud to unify and normalize findings, correlates them with business context and threat intel through adaptive risk scoring, and orchestrates security workflows to empower developers to remediate issues without disrupting their flow. ArmorCode delivers unified visibility, AI-enhanced prioritization, and scalable automation for customers so they can realize a complete understanding of risk, respond at scale, and collaborate more effectively.

Enterprises of all sizes scale their security effectiveness by more than 10x and maximize their ROI on existing security investments with ArmorCode through managing Application Security Posture, Risk-Based Vulnerability Management, Software Supply Chain Security, DevSecOps, and Risk & Compliance. 

ArmorCoders believe in 5 core values: Hungry. Humble. Hardworking. Honest. Human. Our organization is powered by exceptional professionals who bring fresh ideas and passion to their roles, believing that nothing is beyond reach when our "5H" principles are applied. In their work and professional relationships, ArmorCoders commit to excellence and experiences that leave an impression.

 

Position Overview:

We are seeking a highly skilled Technical Support Manager to lead our support team and enhance our customer experience. The ideal candidate will possess extensive experience in B2B SaaS platforms, API integrations, and team management, with a strong focus on issue triaging and stakeholder engagement.

Key Responsibilities:

• Team Management: Lead and manage a diverse team of 5 to 10 technical support professionals across India and the US, ensuring high levels of performance, motivation, and professional development.
•   B2B SaaS Expertise: Leverage deep knowledge of B2B SaaS platforms to troubleshoot complex customer issues and provide timely resolutions that align with business goals.
• API Integrations: Collaborate with product and engineering teams to support API integration inquiries, ensuring seamless functionality and customer satisfaction.
• SQL Utilization: Utilize SQL for data analysis and reporting to identify trends in support issues and develop proactive solutions.
• Issue Triaging and Prioritization: Establish effective triaging processes to prioritize support issues based on urgency and impact, optimizing resource allocation and response times.
• Stakeholder Management: Foster strong relationships with internal and external stakeholders, providing regular updates and insights on support activities, challenges, and resolutions.
• Process Improvement: Identify opportunities for process enhancements to improve support workflows, increase efficiency, and elevate customer satisfaction levels.

Qualifications:

• Proven experience in a technical support role within a B2B SaaS environment.
• Strong understanding of API integrations and database management, specifically SQL.
• Excellent leadership and team management skills, with a track record of successfully managing remote teams.
• Exceptional problem-solving skills and the ability to triage and prioritize multiple support issues effectively.
• Excellent communication skills, with the ability to engage and influence stakeholders at all levels.

Why you will love it : 

• Career Growth Opportunities: We believe in promoting from within and provide career progression paths, enabling our employees to advance in their careers
• Work-Life Balance: We understand the importance of a healthy work-life balance, offering flexible hours and remote work options to promote a sustainable lifestyle
• Collaborative Environment: Our company fosters a collaborative and inclusive workplace culture, where employees can collaborate and learn from each other's experiences
• Employee Recognition: We value and recognize the contributions of our team members through awards, employee of the month programs, and other forms of acknowledgment.
• Competitive Compensation: We offer competitive salaries and performance-based bonuses, recognizing and rewarding the hard work and dedication of our team
• Comprehensive Benefits: Our benefits package includes health insurance for employees and dependents, to support the overall well-being of our employees. We encourage learning and skilling, and aid our employees to continuously upskill themselves.
• Diversity and Inclusion: We are committed to diversity and inclusion, striving to create an environment where all employees feel valued, respected, and empowered

Join ArmorCode and lead the charge in reducing signal fatigue, prioritizing risk and streamlining key cybersecurity workflows. Apply today to be part of a close-knit team, dedicated to democratizing software security and helping build the safest software possible.

Equal Opportunity

ArmorCode is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected category. All qualified individuals are encouraged to apply and will receive consideration for employment regardless of their background or characteristics. We are committed to fostering a diverse and inclusive workplace where everyone is treated with respect and dignity.