.Sembi is seeking a Senior Support Manager to lead cross-brand technical support initiatives across our portfolio of software testing and security solutions.
This role will bring together our globally distributed Support teams totaling 60+ professionals to drive operational excellence, ensure consistent customer experience, and establish scalable best practices.
Key Responsibilities Standardize Operations : Develop and implement cross-brand processes to streamline ticket handling, workflows, and escalation protocols.
Specific experience with Zendesk and JIRA is required Drive Performance : Monitor and report on key support metrics, ensure SLA adherence, and manage high-priority escalations across brands and support teams with 60+ total professionals.
Cross-Functional Collaboratio n: Partner with Product, Engineering, and Customer Success teams to close feedback loops and improve customer experience.
Coach and Align Leaders : Provide mentorship and strategic direction to Support leads across brands, fostering consistency and collaboration.
Own Tooling and Documentation : Optimize support platforms (Zendesk, Jira), elevate knowledge base quality, and ensure training programs are aligned globally.
Drive high-profile customer support escalations : Even a well-oiled machine gets a strongly opinionated customer from time to time.
We rely on the Senior Support Manager to interface with these customers in this moment and help shepherd their strong reaction through an internal process to bring direction, closure and defined next steps.
Strong communication skills are a must!
Qualifications 7+ years of progressive experience in technical support, including leadership of multi-level teams.
Proven track record in SaaS or software product support environments.
Strong understanding of support KPIs, reporting, and service management tools (Zendesk, Jira).
Ability to influence and align teams within a matrixed, global organization.
Excellent written and verbal communication skills, with the ability to convey complex issues clearly.
Experience interfacing with product development teams running an agile release process that contain fixes for issues your customers are looking to receive Preferred: Experience managing or aligning remote, globally distributed support teams.
Preferred: Domain knowledge in testing or application security software.
An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
By submitting your application, you acknowledge that Sembi, Inc. will process and retain your resume and related personal information solely for recruitment and hiring purposes