Technical Support Manager - Cybersecurity

at  Arkose Labs

The mission of Arkose Labs is to create an online environment where all consumers are protected from online spam and abuse. Recognized by G2 as the 2023 Leader in Bot Detection and Mitigation, with the highest score in customer satisfaction and largest market presence four quarters running, Arkose Labs offers the world’s first $1M warranties for credential stuffing and SMS toll fraud. With 20% of our customers being Fortune 500 companies, our AI-powered platform combines powerful risk assessments with dynamic threat response to undermine the strategy of attack, all while improving good user throughput. Headquartered in San Mateo, CA, with employees in London, Costa Rica, Australia, India, and Argentina. Arkose Labs protects enterprises from cybercrime and abuse.

POSITION SUMMARY

As a Tech Support Manager at Arkose Labs, your primary role will be to lead and manage a team dedicated to providing exceptional cybersecurity technical support to our customers. You will be responsible for troubleshooting, resolving technical issues, and ensuring the smooth operation of our services. Your expertise will help our customers optimize their use of Arkose Labs’ solutions, contributing to their overall satisfaction and success.

• Develop and lead a dynamic technical support team that assists customers in troubleshooting and resolving technical issues related to Arkose Labs’ products.
• Provide hands-on technical support and guidance to customers, addressing break-fix scenarios and ensuring timely resolution of issues.
• Serve as the primary escalation point-of-contact for complex technical problems and work closely with customers to resolve them.
• Collaborate with the Customer Success Operations (CSOps) team to enhance technical tools and improve the efficiency of support processes.
• Ensure the team’s knowledge base is up-to-date with the latest troubleshooting techniques, best practices, and product updates.
• Drive customer adoption by helping customers effectively implement and utilize our products.
• Manage customer communications regarding technical issues, ensuring clear, concise, and timely updates.
• Work collaboratively with internal teams, including Engineering, Professional Services, and Product, to escalate and resolve customer issues.
• Identify and document process improvements to enhance the support experience and overall customer satisfaction.
• Recognize opportunities for product improvements based on customer feedback and support interactions.