Manager, Customer Support

1 week ago

Sydney, New South Wales, Australia Exabeam Full time

Exabeam is a global cybersecurity leader that adds intelligence to every IT and security stack. The leader in Next-gen SIEM and XDR, Exabeam is reinventing the way security teams use analytics and automation to solve Threat Detection, Investigation, and Response (TDIR), from common security threats to the most critical that are difficult to identify.

Exabeam offers a comprehensive cloud-delivered solution that leverages machine learning and automation using a prescriptive, outcomes-based approach to TDIR.

Exabeam is looking for a Manager, Customer Support to provide high quality, efficient technical support services for Exabeam's customers in APJ. This role will have responsibility for all aspects of technical support.

**What you'll do**:

- Act as a player / coach. Responsible for the technical resolution of customer issues
- Manage and solve customer escalations and driving initiatives to improve customer satisfaction
- Responsible for developing a high functioning support operations team that is focused on delivering a delightful customer experience at scale
- Accountable for support performance metrics, reporting and execution against teams goals and objectives
- Responsible for recruiting new talent, developing the existing support team and capacity planning
- Responsible for identifying and executing against opportunities to drive process improvements that promote efficiencies and elevate the customer experience
- Develop the KPIs measuring quality and efficiency of support delivery
- Ensure consistency with your EMEA, & Americas counterparts
- Collaborate with Customer Success, Products and Engineering Teams to drive positive outcomes for customers
- Champion our members by surfacing insights from support and influencing cross functional decisions that impact on our customer experience.

**What we look for**:

- 7+ years' experience leading and building successful support and/or operations teams focused on enterprise support (on-prem & cloud). (Cloud Security a plus)
- Bachelor's Degree or equivalent work experience
- Strong Process Development (Escalations, Critical Situations), Program Management and Execution Skills Data Driven, Use Strong quantitative analysis to drive approach to solving problems at a macro level
- Experience working and scaling with third party vendors, outsource and partners
- Experience with Salesforce, JIRA, Knowledge Management, and implementation of self-service tools (answer bot, ml, chat)
- General Expertise in Linux
- Working knowledge of Mongo, Kafka & Elk (Elastic) desirable
- Working knowledge / experience partnering with cloud service providers (AWS, Azure, GCP)
- Coding/Scripting experience (PowerShell, Python, Java, Bash)
- Japanese language skills desirable, not essential.

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