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Rubrik seeks a Senior Manager of Customer Support to lead the US-based customer support organization and oversee global support operations using a follow-the-sun model. This role manages a team of high-caliber Support Engineers, driving exceptional customer experience while handling escalations and cross-functional collaboration with Sales, Marketing, Operations, Engineering, QA, and IT.
Key responsibilities include: managing business and operational excellence of the support organization; implementing service delivery strategy; ensuring quality and service standards are met and exceeded; managing support operations, performance activities, and customer satisfaction metrics; representing Services on product teams and decision-making forums; evaluating and developing staff; monitoring top support issues post-launch; identifying automation opportunities; collecting and analyzing support center metrics; handling escalations and driving closure; and setting KPIs with daily, weekly, quarterly, and half-yearly performance reviews.
The role requires strong leadership of direct reports, including hiring, mentoring, performance management, written reviews, and career planning. You will work closely with stakeholders across the organization to improve customer satisfaction and operational efficiency. The position carries security and privacy responsibilities related to U.S. Federal Government interests, including compliance with security policies, data protection, role-based training, and collaboration with Information Security on control implementation.
Required qualifications: Bachelor's degree in any discipline; 7-10 years in technical customer support organizations; 3+ years as a people manager in support with proven hiring and mentoring track record. Essential skills: excellent written and verbal communication; planning, decision-making, staffing, and process improvement; strong interpersonal and teamwork abilities; quality focus; self-driven and proactive mindset. The role operates on a 9:00 am - 6:00 pm EST shift with openness to flexible shift timing.
