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Senior Manager, Technical Support bei Swimlane

Swimlane · Hyderabad, Indien · Onsite

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Senior Manager, Technical Support


We are looking for a dynamic, technically minded but personable leader, motivated and

experienced in customer support, to join and lead our customer support group.

As a Senior Technical Support Manager, you will be responsible for delivering fantastic

customer support for our highly technical SOAR product to a diverse set of worldwide clients.

The ideal candidate will have proven experience working in a customer support leadership

position, show excellent leadership and interpersonal skills, have great communication skills,

and be a role model and mentor to staff.


As the Senior Manager of Technical Support, your responsibilities will include:


  • Managing the team's day-to-day functions.
  • Responding to escalated customer support issues.
  • Implementing and improving customer support processes to enhance customer satisfaction and excitement.
  • Formulating and revising customer support policies and promoting their implementation.
  • Informing the team of new information related to products, procedures, and trends.
  • Assessing support statistics and preparing detailed reports on the findings.
  • Interviewing and hiring new employees.
  • Overseeing and evaluating the team's ongoing training efforts.
  • Delivering performance evaluations and growing your team and its members.


Key Requirements:

  • College diploma or equivalent environment.
  • Prior experience in a managerial or supervisory role will be advantageous.
  • Well-developed arbitration skills with the ability to remain impartial.Capacity to accept and utilize constructive criticism.
  • Alignment with our company's values.
  • Affinity for multitasking with precision.
  • Top-notch oral, written, and interpersonal abilities.
  • Thorough knowledge of legislation pertaining to consumer protection.
  • Proven experience as a customer support leader, preferably within a similar


Preferred Skills (nice to have):


  • Basic familiarity with Docker and Kubernetes (K8s)
  • Basic familiarity with MongoDB, Shell Scripting, and Regex
  • Experience with enterprise cybersecurity tools (SIEM, EDR, Threat Intel, Proxy, etc.)



Location: We are seeking qualified candidates in India for this position.


Who we are, and what we offer:

Swimlane is a rapidly growing, innovative startup that provides cloud-scale, low-code security

automation for organizations of all industries and sizes. Our technology is relied upon by major security-

forward companies around the globe, and we are consistently rated as the #1 trusted low-code securityautomation platform. Our mission is to prevent breaches and enable continuous compliance via a low-

code security automation platform that serves as the system of record for the entire security

organization.



The Perks of being a Swimlaner:

 Competitive Benefits & Compensation

 Stock Options

 Training & Professional Development Opportunities

 MacBook Pro

 Great Company Culture

 We value collaboration and innovation

 Give-back Volunteering Opportunities


Here at Swimlane, our core focus is to Automate the World of Security and we strive to represent our

five core values in everything we do:

 Punch above your weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.

 Be a happy innovator - The hard problems are the fun problems to solve, we’re excited to take on difficult challenges and find creative solutions.

 Always be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.

 Move at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality.

 Have honesty and integrity in ‘all the things’ - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.

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