Sr. Technical Support Manager
Smarsh
Country: Israel
Location: Israel
Time Type: Full Time
Posted On: October 16, 2024
Who are we?
Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.
About the Role
Senior manager role as part of Global Technical Support leadership team. Will lead regional team responsible for supporting our mobile capture applications and archival platform. Responsible for overall support delivery, customer satisfaction, and service excellence. Key focus areas include SLA adherence for response and resolution, support readiness, and team development. Collaborates closely with Smarsh cross-functional leadership, especially product teams to ensure product supportability. Responsible for driving resolution of escalated issues and related customer communications. Promotes awareness and adoption of self-service offerings to leverage knowledge reuse and rapid resolution.