Manager, Technical Support

Red Canary

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Full-time

Legal agreement: Contractor

Currency exchange and payroll taxes to be paid by:

Candidate

Compensation

USD15 - 25/hour

Hybrid (United States)

Posted almost 6 years ago

• Develop vision and operating structure for the Support function to scale, including channels, team structure, tools, and process • Recruit, coach, and mentor TSE team members, and identify opportunities to train and upskill • Be a point of contact for escalations during incidents, including coordination and communication, until resolved • Be accountable for ensuring delivery against SLOs • Identify areas of expansion of scope for Support, providing relief to Engineering, and technical development for Support • Forge and foster strong partnerships with Engineering and Product teams to ensure appropriate prioritization of defects and features, informative communication to customers, and timely resolution and delivery • Provide reports and updates on Technical Support delivery to cross-functional stakeholders • Continually optimize processes and metrics for quality and customer experience.

Signalers: 2.4K

User since: Apr 2020

About Red Canary:

Red Canary stops cyber threats no one else does, so organizations can fearlessly pursue their missions. We do it by delivering managed detection and response (MDR) across enterprise endpoints, cloud workloads, network, identities, and SaaS apps. As a security ally, we define MDR in our own terms with unlimited 24×7 support, deep threat expertise, hands-on remediation, and by doing what’s right for customers and partners.

mission:

MDR gives you 24/7/365 threat detection and response across your IT environment. Learn why Forrester named us a leader!

Job benefits for full-time members:

Reputation:

Signalers: 29

www.redcanary.com

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Manager, Technical Support

Responsibilities

Skills wanted:

Language(s) required:

Brian Beyer

Yuliana Velasquez Ramírez Verified