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At Securonix, we’re on a mission to secure the world by staying ahead of cyber threats, reinforcing all layers of our platform with AI capabilities. Our Securonix Unified Defense SIEM provides organizations with the first and only AI-Reinforced solution built with a cybersecurity mesh architecture on a highly scalable data cloud. Enhanced by Securonix EON’s AI capabilities, our innovative cloud-native solution delivers a seamless CyberOps experience, empowering organizations to scale their security operations and keep up with evolving threats.

Recognized as a five-time leader in the Gartner Magic Quadrant for SIEM and highly rated on Gartner Peer Insights, our award-winning Unified Defense SIEM provides organizations with 365 days of ‘hot’ data for rapid search and investigation, threat content-as-a-service, proactive defense through continuous peer and partner collaboration, and a fully integrated Threat Detection, Investigation, and Response (TDIR) experience—all within a single platform. Built on a cloud-native architecture, the platform leverages the Snowflake Data Cloud for unparalleled scalability and performance.

Securonix is proud to be a cybersecurity unicorn and featured in CRN's 2024 Security 100 list. Backed by Vista Equity Partners, one of the largest private equity firms with over $100 billion in assets under management, we have a unique advantage in driving innovation and growth. With a global footprint, we serve more than 1,000 customers worldwide, including 10% of the Fortune 100. Our network of 150+ partners and Managed Security Service Providers (MSSPs) enables us to deliver unmatched security solutions on a global scale.

At Securonix, we are driven by our core values and place our people at the heart of everything we do:

• Winning as One Team: We work together with universal respect to achieve aligned outcomes
• Customer-Driven Innovation: We innovate to stay ahead of the market and create value for our customers
• Agility in Action: We embrace change and are unified in our purpose and objectives amidst change

Join us as we redefine cybersecurity, innovate fearlessly, and grow together as one team.

Position Summary:

As the Senior Manager of Technical Support, you will lead the team that is responsible for providing superior support experience for our end customers. You will also be leading all aspects of its day-to-day operations with accountability for delivering against its respective
SLAs and KPMs while focusing on improving the customer CSAT. The Customer Support team is responsible for delighting our customers through an entirely new support experience with our product. Our team engages directly with customers to understand their needs both from a product and overall support experience.

Core Responsibilities:

• Build out, lead, and inspire your team to deliver an extraordinary user and customer support experience.
• Focus on CSAT, meeting SLAs, and resolving issues faster while trying to improve and add new service capabilities.
• Work closely with Product Engineering on bug fixes.
• Determine priorities for the team and balance them with Customer and company requirements.
• Guide, train, and educate the team on best practices on support issues.
• Provide weekly reports to leadership with metrics and improvement trends and present support statistics in customer meetings as and when needed.
• Analyze data across technical issues and support escalations, handle internal and external customer escalations, and track to closure.
• Demonstrate strong communication and influencing skills when working with global virtual cross-functional internal and external partners.
• Manage a team of Support Engineers who focus on very technical product support tickets, such as debugging, API, and application integrations.

Required Skills:

• 15+ years of overall experience and 5+ years as a manager.
• Prior meaningful technology and customer support experience, including extensive hands-on experience in supporting large SaaS offerings.
• A track record of building teams with the ability to attract and retain top talent.
• Develop complex operations with cross-functional partners, including Engineering, Product, and Security.
• You are a tenured leader in customer support with a strong background leading high-performing, cross-functional teams to deliver an excellent Customer Experience.
• You enjoy crafting creative solutions to drive positive results in customer satisfaction.
• Strong analytical and project management skills, with experience building and implementing strategies for a Global Customer Support function.
• Understanding of SaaS and IaaS offerings with a practical understanding of support-based self-healing and first-touch response processes and technologies.
• Strong ITIL and product support knowledge.

Benefits -

As a full-time employee with Securonix, you will be eligible for the following employee benefits:

• Health Insurance with a total sum insured is INR 7,50,000
• Coverage: Self, Spouse, 2 kids, Dependent parents, or parents-in-law
• Personal Accident with total sum insured is INR 10,00,000
• Term Life Insurance with a sum assured for employees is 5 times fixed base pay is covered.

Securonix provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Securonix complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training

Securonix expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Securonix employees to perform their expected job duties is absolutely not tolerated.