[Hiring] Senior Manager, Technical Support & Services @Doppel

Role Description

We are looking for a hands-on technical leader to lead Doppel’s Technical Support & Services function, spanning frontline Customer Support and a team of senior technical resources responsible for advanced escalations, integrations, reporting, and complex customer technical needs.

You will strengthen the path from first-line support through advanced technical resolution, ensuring issues are investigated thoroughly, routed to the right owner, and resolved with minimal unnecessary escalation to Solutions Architecture or Engineering.

This is a player-coach role for someone who can run day-to-day support operations, develop senior technical talent, personally engage in complex escalations, and turn recurring customer work into scalable processes, documentation, automation, and self-service.

What You Will Do

• Lead the Organization
  • Lead a blended technical support organization consisting of frontline Support contractors and senior technical-services resources.
  • Own day-to-day performance of the contracted Support team, including staffing, coverage, training, quality, productivity, and adherence to service-level standards.
  • Coach and develop senior technical resources responsible for advanced troubleshooting, integrations, reporting, and complex customer requests.
  • Define clear ownership boundaries across Support, Technical Services, Customer Success, Solutions Architecture, Product, and Engineering.
• Improve Technical Service Delivery
  • Evolve frontline Support from an intake-and-routing function into a disciplined first line of validation, investigation, and resolution that completes all documented Support-owned actions before escalation.
  • Establish and enforce escalation-readiness standards requiring clear evidence, investigation findings, completed Support actions, routing rationale, and a specific task before work is handed to Technical Services, Solutions Architecture, Product, or Engineering.
  • Improve routing accuracy and reduce duplicate, premature, or multi-team escalations.
  • Ensure customers have a clear owner, consistent communication, and documented next steps throughout the case lifecycle.
  • Lead critical or technically complex customer escalations when necessary.
• Scale Through Advanced Technical Services
  • Lead a team of senior technical resources serving as the escalation point between Customer Support / Customer Success and Solutions Architecture, Product, and Engineering.
  • Deliver scoped technical services for customers, including integrations, reporting, configuration support, and other complex technical projects.
  • Partner with CSMs on technically complex customer needs while keeping commercial account ownership with Customer Success.
  • Establish clear criteria for when an issue should remain with Support, move to Technical Services, or escalate to Solutions Architecture, Product, or Engineering.
  • Ensure escalations to specialist teams include reproducible evidence, clear expected-versus-actual behavior, actions already taken, and a specific technical request.
  • Identify recurring advanced-support work that can be documented, automated, productized, or shifted down to frontline Support over time.
• Scale Through Systems and Knowledge
  • Turn recurring advanced investigations into playbooks, diagnostics, training, automation, and self-service so increasingly more work can be resolved by frontline Support.
  • Improve shared understanding of Doppel’s alert lifecycle, detection pipeline, filtering behavior, integrations, and takedown workflows.
  • Partner with Enablement to create technical training and certification programs.
  • Identify high-volume manual work that can be automated, incorporated into the product, or supported through self-service.
  • Improve visibility across customer-facing and engineering workflows, including ownership, status, service levels, and next steps.
  • Use case and escalation data to measure routing quality, Support-owned resolution, specialist escalation volume, and recurring technical demand.
  • Build feedback loops from Support and Technical Services into Product and Engineering to identify systemic defects and recurring customer friction.

Qualifications

• 8+ years in technical support / customer engineering / solutions / post-sales.
• 3+ years managing technical customer-facing teams.
• Proven track record of managing technical organizations that integrate frontline customer support with advanced escalation and technical services teams.
• Strong technical troubleshooting, escalation management, and root cause analysis skills.
• Experience supporting a complex enterprise SaaS, cybersecurity, cloud, data, or infrastructure product.
• Demonstrated success building support processes, service levels, escalation models, playbooks, and performance metrics.
• Experience partnering closely with Product and Engineering on customer escalations and product improvements.
• Ability to communicate credibly with customer technical teams, security leaders, executives, and internal engineering stakeholders.
• A strong record of developing high-performing technical teams.
• Ability to bring structure and accountability to a fast-growing environment.
• Experience overseeing customer-facing technical delivery such as integrations, configuration, reporting, APIs, or scoped technical projects.

Preferred Qualifications

• Experience in cybersecurity, threat intelligence, digital risk protection, trust and safety, fraud, or social engineering defense.
• Familiarity with APIs, SSO, identity systems, integrations, cloud platforms, and enterprise security workflows.
• Experience building or scaling advanced support, support engineering, technical services, or customer engineering capabilities.
• Experience improving support resolution rates and reducing engineering escalations.
• Experience with support and engineering workflow systems such as Pylon, Zendesk, Jira, Linear, or similar tools.
• Experience implementing global, follow-the-sun, or on-call support coverage.
• Familiarity with AI-assisted support, workflow automation, and customer self-service.
• Experience working in a rapidly growing startup or similarly dynamic environment.

Benefits

• Meaningful equity so you share in Doppel’s success.
• A remote-first culture with flexibility built in.
• Flexible PTO, comprehensive health benefits, parental leave, and more.
• A high-growth environment where your work will have immediate impact and visibility.
• The opportunity to evolve and scale a critical technical customer organization.

Salary Range

$165,000 — $190,000 USD