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Rubrik is seeking a Manager of Customer Support for the EMEA region, based in Cork, Ireland. This role leads a team of technical support engineers delivering exceptional customer experience across the EMEA region using a follow-the-sun support model, with additional support responsibilities for APAC and Americas geographies.
As Manager, you will own all aspects of post-sales customer support operations, including team management, professional development, and performance oversight. You will be responsible for implementing service delivery strategy, ensuring quality and service standards are met and exceeded, and driving operational excellence across the support organization.
Key responsibilities include:
- Managing and developing a team of support engineers, including performance reviews and career planning
- Implementing organizational service delivery strategy and managing operational excellence
- Ensuring quality and service delivery standards are consistently met and exceeded
- Collaborating with Sales, Marketing, Operations, Engineering, QA, and IT to improve customer satisfaction
- Managing support operations, performance metrics, and customer satisfaction initiatives
- Driving operational improvements and process automation using AI tooling to enhance productivity and customer experience
- Monitoring top support issues post-launch and identifying gaps in support tools and resources across all tiers worldwide
- Collecting and analyzing support center metrics to guide decisions on product and support quality
- Handling escalations, initiating conference calls, and driving resolution with timely stakeholder updates
- Setting KPIs and reviewing team performance on daily, weekly, quarterly, and half-yearly cycles
- Representing Services functions on product teams and in organizational decision-making forums
- Implementing phone home and proactive support best practices
You will serve as a key member of the leadership team, responsible for delighting customers, developing excellent staff, and achieving both tactical and strategic business objectives. This role requires high-level professional communication with all stakeholders and flexibility to work various shift timings to support global operations.
Requirements:
- Bachelor's degree in any discipline
- 5+ years in technical customer support
- 2+ years managing a support or technical team
- Excellent written and verbal communication skills
- Strong planning, decision-making, staffing, and process improvement capabilities
- Excellent interpersonal and teamwork skills
- High quality standards in process deliverables
- Self-driven, proactive, hardworking, team-player with good sense of humor
- Willingness to work flexible shift timings
