smarsh - Senior Manager, Global Technical Support

• 7-10 years of experience in B2B technical support, with 3-5 years successfully leading technical support organizations, ideally across multiple geographies. • Industry experience with Cyber Security products is beneficial. • Management experience of 3rd party, offshore service providers is beneficial. • Strong tactical decision-making and crisis management experience in a continuously evolving environment. • Experience applying critical thinking and analytical skills to drive larger objectives which contribute to multiple areas of the organization. • Cross-collaboration experience with Product Management and Engineering. • Passion for helping customers and team members succeed. • Exceptional verbal, written, presentation, and interpersonal communication skills. • Ability to persuade others in sensitive complex situations while preserving relationships. • Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.