Manager, Technical Support

Technical Support Manager

Barracuda Networks is currently looking for a Technical Support Manager for our Alpharetta, Georgia team. As a Technical Support Manager, you will lead a Technical Support team, ensuring exceptional customer experience for clients, resellers, and distributors. Reporting to the Senior Director of Technical Support, this role collaborates with peers across US, APAC, and EMEA to drive organizational direction and continuous improvement in customer care.

What you'll be working on:

• Lead and develop Technical Support teams, partnering with Sales, Engineering, Training, and other departments.
• Monitor performance metrics and promote individual growth.
• Drive process optimization and standardization.
• Ensure high customer satisfaction and retention through continuous improvement.
• Manage resources to meet service level expectations.
• Resolve escalated customer issues promptly.
• Collaborate with cross-functional teams to address key issues.

What you bring to the role:

• Bachelor's degree or equivalent work experience
• 2-3 years of supervisory experience
• 4+ years of progressive call center / technical support experience
• Proven leadership and team development skills.
• Strong organizational, time management, and communication abilities

What you'll get from us:

• A team where you can voice your opinion, make an impact, and where you and your experience are valued.
• Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda.
• Equity, in the form of non-qualifying options
• High-quality health benefits
• Retirement Plan with employer match
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Volunteer opportunities