Senior Manager, Customer Support (Shift - 12 pm -9 pm EST)

Sr. Customer Support Manager 

Location: Morrisville, NC

Shift: 12 pm - 9 pm 

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 stake holders. 

The Manager of Customer Support is also responsible for short and long-term performance man agement of his/her direct reports, including managing individual operational indicators, written  performance reviews, and career planning. 

Responsibilities include: 

• 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 respon sible for providing remote technical support to resolving customer issues  • Closely monitoring top support issues after product launch, identifying gaps across all Support  tiers worldwide in support tools / resources needed to better support new features.  • Ability to 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 update all the stakeholders  
• Set Goals (KPI) and Review team performance daily, weekly, quarterly and half yearly  • 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 

• Excellent written & verbal communication skills 
• Planning, Decision Making, Staffing, Process Improvement 
• Excellent interpersonal and teamwork skills 
• Should ensure a high level of quality in process deliverables 
• Self-driven, proactive, hardworking, team-player with a good sense of humour • Should be open to work in any shift timing

Security and Privacy Responsibilities section: 

This position carries special Security and Privacy Responsibilities for protecting the U.S. Federal Government’s interests:

• Know, acknowledge, and follow system-specific security policies and procedures;
• Protect data and individual privacy per requirements and regulations;
• Perform ongoing activities in compliance with service and contractual obligations;
• Participate in role-based training, completing assignments on a timely basis; 
• Report security issues promptly, and aid investigation when needed;
• Support controlled changes and vulnerability remediation activities; and
• Work collaboratively with Information Security in designing, implementing, assessing or enhancing system-specific security and privacy controls. 

Position Risk Designation section:

This position carries responsibilities and duties involving U.S. Government interests. 

The selected incumbent may be subject to any or all of the additional background checks noted below:

Position Risk Designation: Non-Sensitive, Low Risk, Tier 1 

Incumbents without access to U.S. Government data may be required to complete Standard Form 85 and undergo a Tier 1 Investigation (T1) for non-sensitive positions of Low Risk. (Baseline screening; formerly National Agency Check and Inquiries (NACI)).

Position Risk Designation: Non-Sensitive, Moderate Risk, Tier 2 (Public Trust)

Incumbents with access to U.S. Government data may be required to complete Standard Form 85P and undergo Tier 2 (T2) Investigation for non-sensitive positions designated Moderate Risk.

Position Risk Designation:Moderate Risk Law Enforcement (CJIS)

When hired for a position where access to Moderate Risk criminal justice information is required, the employee must complete a fingerprint-based national criminal history background check within 30 days after the employee’s start date.

• Please send a copy of each approved / posted Position Description with the associated Req ID  to fedramp@rubrik.com so we can keep them on file. Thanks!

Job Description section:

Job Requirements should state that the applicant is a US citizen and based on US soil.