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Sr Manager, Technical Support

Remote, United Kingdom

ExtraHop is reinventing Network Detection and Response (NDR) to help enterprises and organziations stay ahead of emerging threats with unmatched network visibility, context, and control.

Today’s attackers bypass traditional security defenses through identity-based entry, move invisibly across cloud, on-premise, and data center networks using encryption and trusted applications, and exploit and exit whenever they want.  But all of that movement is visible on the network... if you can see it.

By combining the power of NDR with Network Performance Management (NPM), Intrusion Detection Systems (IDS), and forensics in a single, integrated platform, ExtraHop can decrypt and unlock complete packet-level data at wire speed, analyze and correlate it across all your networks, applications, devices, and users with cloud-scale machine learning, and provide a single interface to the SOC to detect, investigate, and remediate modern cyber risks in real time.

Sr. Manager, Technical Support must support a remote-first, flexible shift schedule. In this role you will lead our talented team of Support Engineers, Team Leaders, and Managers. In this critical role, you will be responsible for ensuring our customers receive world-class technical support for our complex cybersecurity products. You will build and mentor a high-performing team, drive operational excellence, and act as a key liaison between our customers and our product and engineering teams. This is an exciting opportunity for a technical leader with a passion for cybersecurity, customer success, and building scalable support operations in a dynamic SaaS environment.

 

Key Responsibilities

  • Team Leadership & Development:
    • Lead, mentor, and develop a team of highly skilled Support Engineers, Team Leaders, and Managers, fostering a culture of continuous learning, collaboration, and accountability.
    • Conduct regular weekly one-on-one meetings, performance reviews, and provide constructive feedback to drive individual and team growth.
    • Recruit, Interview, onboard, and retain top talent to scale the team effectively.
    • Oversee daily operations, including work allocation, scheduling, and ensuring adequate coverage for 24/7 support (if applicable).
  • Operational Excellence & Customer Satisfaction:
    • Ensure the team consistently meets and exceeds Service Level Agreements (SLAs) and key performance indicators (KPIs) for response times, resolution times, and customer satisfaction.
    • Serve as an escalation point for complex technical issues, providing expert guidance and hands-on troubleshooting when necessary.
    • Lead Incident Command, Account Escalation, and Case Escalation Protocols and Continuous Improvement
    • Collaborate with customers to understand their needs, gather feedback, and translate insights into actionable improvements for our products and services.
    • Implement and optimize support processes, tools, and documentation to enhance efficiency and customer self-service capabilities.
    • Proactively identify and address potential customer pain points and areas for improvement in the support experience.
  • Technical Expertise & Collaboration:
    • Maintain a deep understanding of ‘next gen’ customer success technologies and processes, which drive self-service, organizational efficiencies, and productivity improvements (e.g., AI Agents, Unified Search, Team Collaboration Tools, Customer Health Scoring Methodologies, In-App Support, Proactive Support, etc.)
    • Maintain a broad understanding of our cybersecurity SaaS products, underlying technologies, and the broader cybersecurity landscape (e.g., XDR, EDR, NDR, IAM, SIEM, Cloud Security, etc.)
    • Work closely with Product Management, Engineering, and Customer Success teams to facilitate issue resolution, contribute to product enhancements, and provide valuable customer insights.
    • Contribute to the development of the online customer Community platform, including the internal knowledge base and external customer-facing documentation, to improve product self-serviceability.
    • Stay current with emerging threats, vulnerabilities, and industry best practices in cybersecurity.
  • Strategic Contribution:
    • Participate in strategic planning for the support engineering function, including roadmap development and resource allocation.
    • Drive initiatives to improve the overall customer experience and product quality.
    • Represent the voice of the customer within the organization, advocating for their needs and priorities.

 

Required Qualifications

  •  Bachelor's degree in Computer Science, Information Security, or a related technical field, or equivalent practical experience.
  • [4+] years of experience in technical support or support engineering roles, with a strong focus on enterprise SaaS products.
  • [8+] years of experience in a leadership or management role, leading technical support teams (minimum of 30 FTEs)
  • Experience leading globally distributed teams
  • Proven experience optimizing ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management) and support tools (e.g., Online Communities, Slack, Confluence, Gainsight)
  • Excellent problem-solving, analytical, and troubleshooting skills, with the ability to analyze complex data sets.
  • Strong communication (written and verbal), interpersonal, and presentation skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
  • Demonstrated ability to build strong relationships with customers and internal stakeholders.
  • A customer-first mindset with a passion for delivering exceptional service.
  • Ability to thrive in a fast-paced, dynamic, and evolving environment.
  • Work cooperatively with others within the organization and other cross-functional stakeholders.
  • Work well in fast-paced, high-stress environments.
  • Ability to work a flexible schedule to meet the ever-changing needs of customers.

 

Preferred Qualifications

  • Network Security Experience
  • XDR, EDR, NDR, SIEM Experience
  • Six Sigma
  • Experience building out international/offshore locations
  • Referenceable experience leading Digital Transformation initiatives

ABOUT EXTRAHOP:

ExtraHop empowers enterprises to stay ahead of evolving threats with the most comprehensive approach to network detection and response (NDR).  Since 2007, the company has helped organizations across the globe extract real-time insights from their hybrid networks with the most in-depth network telemetry. 

ExtraHop NDR uniquely integrates network threat detection, network performance management (NPM), intrusion detection (IDS), and packet forensics into a single console with 100GB+ sensors, real-time decryption, and cloud-scale machine learning -  delivering complete network visibility, unmatched context for data-driven security decisions, and improved SOC productivity.

ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. We are the only NDR vendor recognized as a leader by all major analyst firms including the 2024 Gartner® Magic Quadrant for Network Detection and Response™, the 2023 Forrester® Wave for Network Analysis and Visibility, the 2024 IDC® Marketscape for NDR, and the 2024 Gigamon® Radar Report for Network Detection and Response.

 

OTHER BENEFITS: 

Employees' wellbeing is top of mind for the ExtraHop team. Employees and their families will have the option to participate in the following benefits:

  • Health, Dental, and Vision Benefits
  • Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time
  • Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan
  • FSA and Dependent Care Accounts + EAP, where applicable
  • Educational Reimbursement
  • 401k with Employer Match or Pension where applicable
  • Pet Insurance (US Only)
  • Parental Leave (US Only)
  • Hybrid and Remote Work Model

 

Our people are our most important competitive advantage, leading the charge against cyber criminals. Join the fight today!  


To learn more, visit www.extrahop.com or follow us on LinkedIn.

 

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