Technical Support Manager

Mend.io is seeking an exceptional Manager, Technical Support, to lead our global support organization in delivering best-in-class customer service and support. In this critical role, you will manage, mentor and grow a high-performing remote team of support engineers while building strong partnerships across the company.

Location: Remote (Home Office) - Poland

Responsibilities:

• Own overall support operations, defining and driving processes/procedures to ensure efficient case management and issue resolution
• Recruit, hire, train, coach and develop a geographically distributed team of highly skilled support professionals across multiple regions
• Manage performance, provide feedback, identify development opportunities and ensure career growth for team members
• Foster an environment of continuous learning, knowledge sharing and exemplary customer service
• Manage escalation channels and serve as the final escalation point, taking ownership of critical customer situations
• Continuously improve operations through metrics analysis, identifying bottlenecks and implementing optimization strategies
• Champion knowledge management, documentation and training initiatives
• Develop trusted partnerships with cross-functional team leads in Engineering, Product, Sales, Professional Services and other groups
• Collaborate closely with internal partners to triage issues, communicate impact, and align on product feedback/enhancements
• Represent the voice of the customer across the organization and influence the product roadmap

Requirements:

• Experience in enterprise software customer support, with at least 5 years in a leadership/managerial role
• Proven track record of successfully leading and inspiring geographically distributed teams across multiple regions/time zones. Proven experience as a Tier 3 Support Engineer.
• Exceptional communication and interpersonal skills to build rapport with customers and internal stakeholders
• Expertise in customer support best practices, SDLC, DevOps tooling (CI/CD, ticketing systems, etc.)
• Technical background (CS degree preferred) with the ability to ramp on new technologies quickly
• Strong problem-solving, analytical and decision-making capabilities
• Customer-centric mindset with an uncompromising commitment to deliver outstanding service

The Company: Mend.io offers an enterprise suite of application security tools designed to help organizations build and manage a mature, proactive AppSec program. Mend.io supports both developers and security teams by giving each team different, but complementary, tools to work with—enabling them to stop chasing vulnerabilities and start proactively managing application risk.

Our culture is open, inclusive, and engaging, and we work hard to foster a company where everyone feels valued. Mend is a company that lives by its values:

• We are passionate about excellence
• We see the world from the customer's perspective
• We are better together

Mend.io's EEO Statement

Mend.io is an equal opportunity employer committed to encouraging and celebrating its diverse and inclusive workforce. We welcome all without regard to age, race, color, religion, gender identity and expression, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, citizenship, national origin, disability, military status, veteran status, political affiliation, or any other protected characteristics. All aspects of employment including hiring, training, advancement, and discipline will be solely based on merit and qualifications related to professional competence. Mend.io operates on a principle of mutual respect and acceptance, and every employee must follow Mend.io’s anti-harassment and anti-discrimination company policies.

Mend.io’s Diversity Commitment

At Mend.io, we believe bringing together diversity of experience and background creates a better place to work, a better product, and more opportunities to innovate. Mend.io is committed to doing its part to mend the equity gap, fostering a safe, inclusive environment to inspire and support employees to be their authentic selves and provide development opportunities for all.