Manager Customer Support
Core
Lead a global team of Support Engineers to deliver post-sales support for Rubrik's Security Cloud and Agent Cloud products, ensuring exceptional customer experience across EMEA, APAC, and Americas regions.
Role type
Senior management IC (Customer Support Manager)
Builds
Post-sales support operations for data protection and AI security platforms
Domain
Cybersecurity, Data Protection, Enterprise AI
Required skills
Team leadership, Service delivery strategy, Operational excellence, Stakeholder collaboration, Performance management, Process improvement, Metrics analysis, Escalation handling, KPI setting, Automation/AI tooling implementation
Preferred skills
Phone home support, Proactive support best practices, Shift flexibility
Technologies
Support tools, AI tooling, Automation platforms
Responsibilities
Implement service delivery strategy, Manage business and operational excellence, Ensure quality and service standards, Collaborate with Sales/Engineering/QA, Drive operational improvements, Evaluate and develop staff, Monitor top support issues, Improve processes with automation, Analyze support metrics, Handle escalations, Set and review KPIs
Seniority
Manager, hands-on leadership
