Senior Manager

Senior Manager, Customer Support (Shift - 12 pm -9 pm EST) The Customer Support Manager is responsible for all aspects of customer post‑sales support to our US based customers and partners. Secondarily, the US support team is responsible for handling support requests using the follow‑the‑sun model and provide support for other geographies such as APAC and EMEA requesting assistance. As a Support Manager, your passion for exceeding customer expectations will flourish as you lead a team of high caliber Support Engineers in delivering exceptional customer experience to our global customer base. You will be responsible for the management, professional growth and development of the team. As a key member of the leadership team you are also responsible for delighting our customers, developing excellent staff and achieving both tactical and strategic business development objectives. This role requires a high level of professional communication to all stakeholders. The Manager of Customer Support is also responsible for short and long‑term performance management of his/her direct reports, including managing individual operational indicators, written performance reviews, and career planning. Responsibilities Manage the business and operational excellence of our customer support organization; implement the service delivery strategy defined by the organization. Ensure that quality and service delivery standards are met and exceeded; collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction objectives. Manage the support operations and performance activities, customer satisfaction; drive operational improvements as it relates to customer satisfaction. Represent the Services functions as necessary on product teams and in various other Rubrik decision‑making forums. Evaluate and develop staff. Manages the activities of a group/department of technical support engineers and leads responsible for providing remote technical support to resolve customer issues; closely monitor top support issues after product launch, identify gaps across all support tiers worldwide in support tools/resources needed to better support new features; identify support tasks that can be automated. Collect and analyze support center metrics to guide decisions about product and support quality. Handle escalations, initiate conference calls, drive escalations to positive closure by providing timely status updates to all stakeholders. Set goals (KPI) and review team performance daily, weekly, quarterly, and half‑yearly; have experience with phone home and proactive support best practices. Education & Experience A Bachelor’s degree in any discipline. At least 7‑10 years of experience working in technical customer support organizations; at least 3 years’ experience as a people manager in support organizations, including a proven track record of hiring and mentoring employees. General Skills Planning, decision making, staffing, process improvement. Excellent interpersonal and teamwork skills. Ensure a high level of quality in process deliverables. Self‑driven, proactive, hardworking, team‑player with a good sense of humour; open to work in any shift timing. US Pay Range $155,500 — $233,300 USD Rubrik is 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, or protected veteran status and will not be discriminated against on the basis of disability. Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at View email address on click.appcast.io if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. #J-18808-Ljbffr