Sr Manager, Technical Support

Sr Manager, Technical Support

ExtraHop is reinventing Network Detection and Response (NDR) to help enterprises and organizations stay ahead of emerging threats with unmatched network visibility, context, and control.

Today's attackers bypass traditional security defenses through identity-based entry, move invisibly across cloud, on-premise, and data center networks using encryption and trusted applications, and exploit and exit whenever they want. But all of that movement is visible on the network... if you can see it.

By combining the power of NDR with Network Performance Management (NPM), Intrusion Detection Systems (IDS), and forensics in a single, integrated platform, ExtraHop can decrypt and unlock complete packet-level data at wire speed, analyze and correlate it across all your networks, applications, devices, and users with cloud-scale machine learning, and provide a single interface to the SOC to detect, investigate, and remediate modern cyber risks in real time.

Sr. Manager, Technical Support must support a remote-first, flexible shift schedule. In this role you will lead our talented team of Support Engineers, Team Leaders, and Managers. In this critical role, you will be responsible for ensuring our customers receive world-class technical support for our complex cybersecurity products. You will build and mentor a high-performing team, drive operational excellence, and act as a key liaison between our customers and our product and engineering teams. This is an exciting opportunity for a technical leader with a passion for cybersecurity, customer success, and building scalable support operations in a dynamic SaaS environment.

Key Responsibilities

Team Leadership & Development :

• Lead, mentor, and develop a team of highly skilled Support Engineers, Team Leaders, and Managers, fostering a culture of continuous learning, collaboration, and accountability.
• Conduct regular weekly one-on-one meetings, performance reviews, and provide constructive feedback to drive individual and team growth.
• Recruit, interview, onboard, and retain top talent to scale the team effectively.
• Oversee daily operations, including work allocation, scheduling, and ensuring adequate coverage for 24 / 7 support (if applicable).

Operational Excellence & Customer Satisfaction :

Technical Expertise & Collaboration :

Strategic Contribution :

Required Qualifications :

Preferred Qualifications :

About ExtraHop :

ExtraHop empowers enterprises to stay ahead of evolving threats with the most comprehensive approach to network detection and response (NDR). Since 2007, the company has helped organizations across the globe extract real-time insights from their hybrid networks with the most in-depth network telemetry.

ExtraHop NDR uniquely integrates network threat detection, network performance management (NPM), intrusion detection (IDS), and packet forensics into a single console with 100GB+ sensors, real-time decryption, and cloud-scale machine learning - delivering complete network visibility, unmatched context for data-driven security decisions, and improved SOC productivity.

ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. We are the only NDR vendor recognized as a leader by all major analyst firms including the 2024 Gartner Magic Quadrant for Network Detection and Response, the 2023 Forrester Wave for Network Analysis and Visibility, the 2024 IDC Marketscape for NDR, and the 2024 Gigamon Radar Report for Network Detection and Response.

Other Benefits :

Employees' wellbeing is top of mind for the ExtraHop team. Employees and their families will have the option to participate in the following benefits :

Our people are our most important competitive advantage, leading the charge against cyber criminals. Join the fight today!