Senior Manager, Customer Support (Shift - 9:00 am - 6:00 pm EST)
Morrisville, NC
About the role
<p>The Customer Support Manager is responsible for all aspects of customer post-sales support to&nbsp; our US based customers and partners. Secondarily, the US support team is responsible for handling support requests using the follow-the-sun model&nbsp; and provide support for other geographies such as APAC and EMEA requesting assistance. As a Support&nbsp; Manager, your passion for exceeding customer expectations will flourish as you lead a team of&nbsp; high caliber Support Engineers in delivering exceptional customer experience to our global customer base. You will be responsible for the management, professional growth and development&nbsp; of
the team. As a key member of the leadership team you are also responsible for delighting our&nbsp; customers, developing excellent staff and achieving both tactical and strategic business development objectives. This role requires a high level of professional communication to all stake holders.&nbsp;</p>
<p>The Manager of Customer Support is also responsible for short and long-term performance man agement of his/her direct reports, including managing individual operational indicators, written&nbsp; performance reviews, and career planning.&nbsp;</p>
<p><strong>
Responsibilities include:&nbsp;</strong></p>
<ul>
<li>Manage the business and operational excellence of our customer support organization • Implement the service delivery strategy defined by the organization.&nbsp;</li>
<li>Ensure that quality and service delivery standards are met and exceeded • Collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA,&nbsp; and IT to improve overall customer satisfaction objectives&nbsp;</li>
<li>Manage the support operations and performance activities, customer satisfaction&nbsp; • Drive operational improvements as it relates to customer satisfaction&nbsp;&nbsp;</li>
<li>Represent the Services functions as necessary on product teams and in various other Rubrik&nbsp; decision-making forums&nbsp;</li>
<li>Evaluate and develop staff&nbsp;&nbsp;</li>
<li>Manages the activities of a group/department of technical support engineers and leads respon sible for providing remote technical support to resolving customer issues&nbsp; • Closely monitoring top support issues after product launch, identifying gaps across all Support&nbsp; tiers worldwide in support tools / resources needed to better support new features.&nbsp; • Ability to identify support tasks that can be automated&nbsp;</li>
<li>Collect and analyze support center metrics to guide decisions about product and support quality&nbsp;</li>
<li>Handle escalations, initiate conference calls, drive escalations to positive closure by providing&nbsp; timely status update all the stakeholders&nbsp;&nbsp;</li>
<li>Set Goals (KPI) and Review team performance daily, weekly, quarterly and half yearly&nbsp; • Experience with phone home and proactive support best practices&nbsp;</li>
</ul>
<p><strong>Education &amp; Experience:&nbsp;</strong></p>
<ul>
<li>A Bachelor’s degree in any discipline&nbsp;</li>
<li>At least 7-10 years of experience working in technical customer support organizations. • At least 3 years’ experience as a people manager in support organizations, including a proven&nbsp; track record of hiring and mentoring employees.&nbsp;</li>
</ul>
<p><strong>General Skills&nbsp;</strong></p>
<ul>
<li>Excellent written &amp; verbal communication skills&nbsp;</li>
<li>Planning, Decision Making, Staffing, Process Improvement&nbsp;</li>
<li>Excellent interpersonal and teamwork skills&nbsp;</li>
<li>Should ensure a high level of quality in process deliverables&nbsp;</li>
<li>Self-driven, proactive, hardworking, team-player with a good sense of humour • Should be open to work in any shift timing</li>
</ul>
<p><strong>Security and Privacy
Responsibilities</strong> section:&nbsp;</p>
<p>This position carries special Security and Privacy
Responsibilities for protecting the U.S. Federal Government’s interests:</p>
<ul>
<li>Know, acknowledge, and follow system-specific security policies and procedures;</li>
<li>Protect data and individual privacy per
requirements and regulations;</li>
<li>Perform ongoing activities in compliance with service and contractual obligations;</li>
<li>Participate in role-based training, completing assignments on a timely basis;&nbsp;</li>
<li>Report security issues promptly, and aid investigation when needed;</li>
<li>Support controlled changes and vulnerability remediation activities; and</li>
<li>Work collaboratively with Information Security in designing, implementing, assessing or enhancing system-specific security and privacy controls.&nbsp;</li>
</ul>
<p><strong>Position Risk Designation</strong> section:</p>
<p>This position carries
responsibilities and duties involving U.S. Government interests.&nbsp;</p>
<p>The selected incumbent may be subject to any or all of the additional background checks noted below:</p>
<p><strong>Position Risk Designation: Non-Sensitive, Low Risk, Tier 1</strong>&nbsp;</p>
<p><em>Incumbents without access to U.S. Government data may be required to complete Standard Form 85 and undergo a Tier 1 Investigation (T1) for non-sensitive positions of Low Risk. (Baseline screening; formerly National Agency Check and Inquiries (NACI)).</em></p>
<p><strong>Position Risk Designation: Non-Sensitive, Moderate Risk, Tier 2 (Public Trust)</strong></p>
<p><em>Incumbents with access to U.S. Government data may be required to complete Standard Form 85P and undergo Tier 2 (T2) Investigation for non-sensitive positions designated Moderate Risk.</em></p>
<p><strong>Position Risk Designation:Moderate Risk Law Enforcement (CJIS)</strong></p>
<p><em>When hired for a position where access to Moderate Risk criminal justice information is required, the employee must complete a fingerprint-based national criminal history background check within 30 days after the employee’s start date.</em></p>
<ul>
<li>Please send a copy of each approved / posted <strong>Position Description</strong> with the associated Req ID&nbsp; to <strong>[email protected]</strong> so we can keep them on file. Thanks!</li>
</ul>
<p><strong>Job Description</strong> section:</p>
<p>Job
Requirements should state that the applicant is a US citizen and based on US soil.</p>
<p>&nbsp;</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><span style="font-weight: 400;">The minimum and maximum base salaries for this role are posted below; additionally,
the role is eligible for
bonus potential, equity and
benefits. The range displayed reflects the minimum and maximum target for new hire salaries for
the role based on U.S. location. Within the range, the salary offered will be determined by work location and additional factors, including job-related skills, experience, and relevant education or training.</span></div><div class="title">US Pay Range</div><div class="pay-range"><span>$155,500</span><span class="divider">&mdash;</span><span>$233,300 USD</span></div></div></div><div class="content-conclusion"><h2>Join Us in Securing and Accelerating the World's AI Transformation</h2>
<p>Rubrik (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Rubrik Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes.&nbsp;</p>
<p><a href="https://www.linkedin.com/company/rubrik-inc/mycompany/verification/">Linkedin</a> | <a href="https://twitter.com/rubrikinc">X (formerly Twitter)</a> | <a href="https://www.instagram.com/rubrikinc/" target="_blank">Instagram</a> |&nbsp;<a href="https://www.rubrik.com">Rubrik.com</a></p>
<h2>Inclusion @ Rubrik</h2>
<p>At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.</p>
<p>Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.</p>
<h3>Our inclusion strategy focuses on three core areas of our business and culture:</h3>
<ul>
<li>
<p style="line-height: 1;">Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.</p>
</li>
<li style="line-height: 1;">
<p>Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.</p>
</li>
<li>
<p style="line-height: 1;">Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.</p>
</li>
</ul>
<h2>Equal Opportunity Employer/Veterans/Disabled</h2>
<p>Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.</p>
<p>Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law
requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,
compensation and training.&nbsp;</p>
<p>Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at [email protected] if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.</p>
<p><a href="https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf" target="_blank">EEO IS THE LAW</a></p>
<p><a href="https://www.dol.gov/sites/dolgov/files/olms/regs/compliance/eo_posters/employeerightsposter2page_19final.pdf" target="_blank">NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS</a></p></div>
About Rubrik
Rubrik offers live data access for recovery and application development by fusing enterprise data management with web-scale IT and eliminating backup software. This marks the end of a decade-long innovation drought in backup and recovery, the backbone of IT. Within minutes, businesses can manage the explosion of data across private and public clouds.
