Technical Support Manager
San Francisco, CA

Job Description

Description

Bugcrowd delivers the ultimate in security assessment for the enterprise. The pioneer and innovator in crowdsourced security for the enterprise, Bugcrowd combines the power of the global security researcher community with its proprietary Crowdcontrol platform to surface critical software vulnerabilities, and level the cybersecurity playing field. Bugcrowd provides a range of public, private, and on-demand options that allow companies to commission a customized security testing program to fit their specific needs.

The Technical Support Manager leads a team of Support Engineers (TSEs), guiding their development and supporting them in their day-to-day work. The manager's primary responsibilities are to help TSEs grow in their career and to ensure our users are getting what they need to be successful.

Voice and Tone of Support:

Human, Familiar, friendly and straightforward (usually informal)

Manage expectations and always willing to ask for clarifying questions

Champion:

We recognize the uniqueness of each user and always look for a way to both educate and learn from them. We understand that everyone has bad days and does not let that one negative experience ruin their day. We work from a place of empathy and empower the user to resolve their problem rather than blaming them.

The Technical Support Manager will work alongside their team interacting directly with users, Engineering, Operations, Product, and Sales to support and improve Bugcrowd's products and services.

Responsibilities:

Responding to and resolving user issues

Contribute to scalable and well-defined Support operations processes

Maintaining open communication channels within the Support Team

Serving as the voice of the users and working cross-functional partners to improve our products

Desired Skills & Experience:

Experience supporting SaaS, SSO, platform integrations, preferably in the security space

Experience with communities (crowds, diverse user base)

Framework leadership mindset

Experience in people management

Excellent written and verbal communication skills

Opportunity:

Manage a remote team of TSEs

Work with Top Hackers in the world on a daily basis

Flexibility to build tools to streamline Support

Public shoutouts on Twitter!!

Background Checks:

The company is authorized to obtain background checks for employment purposes under state and federal law. Background checks will be conducted for positions that involve access to confidential or proprietary information (including trade secrets). Background checks may include Social Security verification, prior employment verification, personal and professional references, education verification, and criminal history. Applicants with conviction histories will not be excluded from consideration to the extent required by law.