Senior Manager, Customer Support (Shift - 10am -7pm PT)

Описание вакансии

Sr. Customer Support Manager

Location: Palo Alto, California

Shift: 10-7pm PT

The Customer Support Manager is responsible for all aspects of customer post-sales support to  our US based customers and partners. Secondarily, the US support team is responsible for handling support requests using the follow-the-sun model  and provide support for other geographies such as APAC and EMEA requesting assistance. As a Support  Manager, your passion for exceeding customer expectations will flourish as you lead a team of  high caliber Support Engineers in delivering exceptional customer experience to our global customer base. You will be responsible for the management, professional growth and development  of the team. As a key member of the leadership team you are also responsible for delighting our  customers, developing excellent staff and achieving both tactical and strategic business devel opment objectives. This role requires a high level of professional communication to all stake holders.

The Manager of Customer Support is also responsible for short and long-term performance man agement of his/her direct reports, including managing individual operational indicators, written  performance reviews, and career planning.

Responsibilities include:

• Manage the business and operational excellence of our customer support organization • Implement the service delivery strategy defined by the organization.
• Ensure that quality and service delivery standards are met and exceeded • Collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA,  and IT to improve overall customer satisfaction objectives
• Manage the support operations and performance activities, customer satisfaction  • Drive operational improvements as it relates to customer satisfaction
• Represent the Services functions as necessary on product teams and in various other Rubrik  decision-making forums
• Evaluate and develop staff
• Manages the activities of a group/department of technical support engineers and leads respon sible for providing remote technical support to resolving customer issues  • Closely monitoring top support issues after product launch, identifying gaps across all Support  tiers worldwide in support tools / resources needed to better support new features.  • Ability to identify support tasks that can be automated
• Collect and analyze support center metrics to guide decisions about product and support quality
• Handle escalations, initiate conference calls, drive escalations to positive closure by providing  timely status update all the stakeholders
• Set Goals (KPI) and Review team performance daily, weekly, quarterly and half yearly  • Experience with phone home and proactive support best practices

Education & Experience:

• A Bachelor’s degree in any discipline
• At least 7-10 years of experience working in technical customer support organizations. • At least 3 years’ experience as a people manager in support organizations, including a proven  track record of hiring and mentoring employees.

General Skills

• Excellent written & verbal communication skills
• Planning, Decision Making, Staffing, Process Improvement
• Excellent interpersonal and teamwork skills
• Should ensure a high level of quality in process deliverables
• Self-driven, proactive, hardworking, team-player with a good sense of humour • Should be open to work in any shift timing

Position Risk Designation section:

This position carries duties and responsibilities involving the U.S. Federal Government’s interests. The selected incumbent may be subject to one or both of the additional background checks with periodic re-screening as noted below:

Position Risk Designation: Non-Sensitive, Low Risk, Tier 1 

Incumbents without access to U.S. Government data may be required to complete Standard Form 85 and undergo a Tier 1 Investigation (T1) for non-sensitive positions of Low Risk. (Baseline screening; formerly National Agency Check and Inquiries (NACI)).

Position Risk Designation: Non-Sensitive, Moderate Risk, Tier 2 (Public Trust)

Incumbents with access to U.S. Government data may be required to complete Standard Form 85P and undergo Tier 2 (T2) Investigation for non-sensitive positions designated Moderate Risk.

Position Risk Designation:Moderate Risk Law Enforcement (CJIS)

When hired for a position where access to Moderate Risk criminal justice information is required, the employee must complete a fingerprint-based national criminal history background check within 30 days after the employee’s start date.

The minimum and maximum base salaries for this role are posted below; additionally, the role is eligible for bonus potential, equity and benefits. The range displayed reflects the minimum and maximum target for new hire salaries for the role based on U.S. location. Within the range, the salary offered will be determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

US Pay Range

$172,800—$259,200 USD

Join Us in Securing the World's Data

Rubrik (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Rubrik Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes.

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Inclusion @ Rubrik

At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.

Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.

Our inclusion strategy focuses on three core areas of our business and culture:

• Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.
• Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.
• Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.

Equal Opportunity Employer/Veterans/Disabled

Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at hr@rubrik.com if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

EEO IS THE LAW

NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS