Technical Account Manager • Lead

Who you are

You are a seasoned leader with a strong background in technical support, having spent several years managing support teams across various levels. Your experience includes defining and scaling support operations, ensuring high-quality customer service, and driving data-driven improvements in support processes. You understand the importance of aligning support functions with product and engineering teams to enhance customer satisfaction and product quality.

You possess excellent communication skills, enabling you to effectively collaborate with cross-functional teams and stakeholders. Your strategic mindset allows you to transform reactive support functions into proactive, data-driven organizations that anticipate customer needs and drive product enhancements. You are passionate about building and managing globally distributed teams that deliver exceptional support experiences.

What you'll do

In this role, you will lead the global Technical Support organization, overseeing L1, L2, and L3 support functions. You will define and evolve the support operating model, focusing on customer responsiveness and resolution outcomes. Your responsibilities will include managing formal escalation paths to Product Engineering, ensuring that customer issues are addressed efficiently and effectively.

You will work closely with Product, Engineering, and Customer Success teams to ensure alignment and collaboration across the organization. By leveraging support data, you will drive actionable insights that lead to product improvements and reduce systemic customer pain points. Your leadership will be crucial in building a high-performing support organization that meets the needs of Onapsis' diverse customer base.

What we offer

Onapsis provides a dynamic work environment where you can make a significant impact on the company's growth and success. You will have the opportunity to work with a talented team dedicated to protecting critical business applications. We offer competitive compensation and benefits, along with opportunities for professional development and career advancement. Join us in our mission to enhance cybersecurity for business-critical applications.