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Role Description

SpecterOps is seeking a Manager, Technical Support to lead the day-to-day operations of our Technical Support team. Our Support Engineers work directly with customers operating BloodHound Enterprise in complex enterprise environments. They troubleshoot deployment issues, investigate unexpected behavior, and help customers successfully operate the platform in production.

The Technical Support Manager will focus on operational leadership and team enablement by ensuring the support team has the processes, tools, training, and structure needed to scale with the business while maintaining a high bar for technical quality.

This role will partner closely with Product, Engineering, and the Technical Account Management team to ensure that support activity translates into meaningful product feedback and improved customer outcomes.

Responsibilities

• Support Operations
  • Own the day-to-day operation of the technical support function
  • Manage ticket flow, triage processes, and escalation pathways
  • Ensure timely and high-quality responses to customer issues
  • Monitor and improve operational metrics such as response time, resolution time, and backlog health
  • Identify opportunities to improve efficiency through better processes, tooling, or documentation
• Process Improvement
  • Work with Support Engineers to improve existing workflows and establish new operational processes
  • Identify recurring issue patterns and implement structural improvements to address them
  • Develop playbooks for common troubleshooting scenarios
  • Improve internal documentation and knowledge sharing across the team
• Team Leadership
  • Lead and develop a team of highly technical Support Engineers
  • Provide coaching and mentorship to support engineers handling complex customer environments
  • Foster a collaborative culture focused on technical excellence and customer outcomes
  • Support career development and skill growth within the team
• Product and Customer Signal
  • Ensure support issues are translated into clear, actionable signal for Product and Engineering
  • Identify recurring product friction and advocate for supportability improvements
  • Partner with Product Management to provide real-world operational insights from customers
  • Collaborate with Customer Success and TAMs to identify customer trends that impact adoption or health
• Cross-Team Collaboration
  • Work closely with the Technical Account Management team to ensure seamless customer support experiences
  • Partner with Product and Engineering to investigate complex issues, escalate high-impact bugs, and drive root-cause resolution
  • Contribute support insights that inform roadmap discussions and product improvements

Qualifications

• 3-5 years’ experience leading or mentoring a technical support team
• Strong operational mindset with experience improving support workflows or processes
• Ability to manage competing priorities across tickets, escalations, and internal initiatives
• Strong communication skills across engineering, product, and customer-facing teams
• Desire to embody our core values of passionate curiosity, consistent improvement, empathy, sustainability, humility, and empowerment through transparency.

Requirements

• Nice to have:
  • Experience supporting enterprise software or security platforms
  • Familiarity with enterprise identity infrastructure (Active Directory, authentication systems, etc.)
  • Experience working closely with product and engineering teams in a feedback-driven development environment
  • Experience scaling support operations in a growing SaaS organization

Benefits

• Health/Dental/Vision/life insurance: 100% covered for both the employee and their family
• Flexible time off policy
• 10+ paid holidays annually
• 401(k) with up to 4% company match
• Equity and a potential bonus based on company performance
• Remote work: $1,500 first year allowance to set up home office
• $1,800 annual connectivity reimbursement
• $5,000 annual professional development reimbursement
• $5,250 towards continuing education or student loan repayment
• $1,800 annual reimbursement for lifestyle & wellness
• A one-time $10,000 benefit towards family planning
• In person and virtual employee events throughout the year
• And of course, company swag!