Lead global technical support operations for a SaaS platform, ensuring excellent customer service and team performance across multiple support teams.
The Senior Manager, Technical Support will lead Everbridge’s global technical support operations for our critical event management platform. This role oversees multiple teams of technical support engineers, ensuring an exceptional customer experience across all tiers of support.
You will set strategic direction for service delivery, drive continuous improvement initiatives, and collaborate closely with Product, Engineering, Cloud Operations, and Customer Success to ensure customers receive timely, high-quality resolutions. The ideal candidate is a seasoned leader who thrives in a fast-paced, high-availability SaaS environment and is passionate about building scalable support organizations that deliver measurable impact.
What You'll Do:
- Lead and mentor multiple technical support teams delivering 24/7 support for Everbridge’s global SaaS platform and products.
- Define and execute support strategies that align with company goals for customer satisfaction, retention, and operational excellence.
- Oversee escalation management for critical customer incidents, ensuring timely communication, resolution, and post-mortem follow-up.
- Establish, monitor, and continuously improve KPIs and metrics, including response times, MTTR, CSAT, NPS, and SLA compliance.
- Partner with Product and Engineering leadership to prioritize and resolve systemic issues, and ensure customer feedback drives product improvements.
- Develop support readiness plans for new product launches, ensuring staff are trained and equipped to handle customer inquiries effectively.
- Lead workforce planning, hiring, and development to scale the support organization globally.
- Foster a culture of accountability, empathy, and technical excellence across geographically distributed teams.
- Implement and optimize support tools, knowledge bases, and automation initiatives to enhance customer self-service and efficiency.
- Contribute to executive-level reporting and strategic planning for global support operations.
What You'll Bring:
- Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s degree preferred).
- 8+ years of experience in technical support or SaaS operations, including 3+ years in a senior management or multi-team leadership role.
- Proven experience managing global support operations in a 24x7 SaaS environment.
- Deep understanding of SaaS technologies, APIs, networking, and cloud infrastructure (AWS, Azure, GCP).
- Strong leadership skills with a track record of building, mentoring, and scaling high-performing support teams.
- Demonstrated success driving operational KPIs, customer satisfaction, and cross-functional alignment.
- Excellent communication, stakeholder management, and executive presentation skills.
- Experience with CRM and support tools such as Salesforce Service Cloud, Jira Service Management, or Zendesk.
- Familiarity with ITIL frameworks, incident management, and post-incident review processes.
Bonus if you have:
- Experience in a mission-critical SaaS or enterprise software environment.
- Certifications such as ITIL, PMP, or AWS Cloud Practitioner.
- Background in DevOps, Site Reliability, or Customer Success operations.
- Experience leading remote and international teams.
The reasonably estimated salary for this role at Everbridge ranges from $105,000 - $132,000 and may also include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Everbridge offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, disability income benefits, life and AD&D insurance, a 401(k) plan and match, paid time off, and fitness reimbursements.
Fair Chance Statement US & Canada
We are committed to providing equal employment opportunities in compliance with all applicable Federal, Provincial/State and Local laws, including the California Fair Chance Act and any local County Fair Chance Ordinance (or local equivalent). Pursuant to these and other relevant regulations, we consider qualified applicants with criminal histories in a manner consistent with the law.
For roles subject to background checks, the following material job duties may be affected by an applicant’s criminal history:
- Access to sensitive or confidential information, such as financial records, proprietary data, or client information.
- Management of cash, company funds, or other valuable assets.
- Work in environments requiring heightened security measures.
- Compliance with contractual or regulatory requirements specific to the position.
We evaluate each applicant's criminal history individually, considering its nature, timing, and relevance to the specific job duties, while maintaining our commitment to fair hiring practices and promoting workplace equity.
About Everbridge
Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover stronger from critical events. In today’s unpredictable world, resilient organizations minimize impact to people and operations, absorb stress, and return to productivity faster when deploying critical event management (CEM) technology. Everbridge digitizes organizational resilience by combining intelligent automation with the industry’s most comprehensive risk data to Keep People Safe and Organizations Running™. For more information, visit www.everbridge.com, read the company blog, and follow on Twitter. Everbridge… Empowering Resilience
Everbridge is an Equal Opportunity/Affirmative Action Employer. All qualified Applicants will receive consideration for employment without regard to race, creed, color, religion, or sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Top Skills
APIs
AWS
Azure
Cloud Infrastructure
GCP
Itil
Jira Service Management
SaaS
Salesforce Service Cloud
Zendesk
Everbridge San Francisco, California, USA Office
594 Howard St, San Francisco, CA, United States, 94105
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