SOC Manager overseeing 24/7 Security Operations Centre for Keyloop’s global technology. Leading teams and improving cyber security response and strategy across multiple environments.
About the role
- Product Support Manager overseeing operations of nebulaONE AI product support team. Driving process excellence and providing hands-on support to ensure exceptional customer service.
Responsibilities
- Oversee daily operations of the nebulaONE product support team, ensuring exceptional customer service to end-users.
- Ensure the support team meets or exceeds internal and external Service Level Agreements (SLAs), such as first response time, resolution time, and customer satisfaction scores.
- Maintain accurate records; analyze support metrics and trends to generate actionable reports and recommendations for improvement of nebulaONE Service Desk activities.
- Create procedures and policies, including correct categorization/statuses, tagging, and association of development tickets as warranted and then provide accountability to ensure adherence.
- Manage incident response for product outages, deprecations, or major issues, communicating clearly with impacted stakeholders and customers.
- Oversee and direct development of the Service Desk Platform to continually improve customer experience.
- Lead, mentor, and develop support team members through coaching, training, and performance management.
- Support onboarding of new customers by providing guidance and education to ensure successful adoption of nebulaONE and utilization of the Service Desk Platform.
- Design and implement support processes and best practices to enhance customer satisfaction and operational efficiency.
- Collaborate with product teams to provide feedback on product features, usability, and bugs based on customer interactions.
- Act as the primary escalation point for complex or high-impact product issues, coordinating cross-functionally with engineering, product management, and customer success.
- Collaborate with other teams to identify and resolve recurring issues and implement solutions to improve nebulaONE Service Desk processes and procedures.
- Develop and maintain the nebulaONE knowledge base and documentation, ensuring team members have access to up-to-date information.
- Act as a representative of Cloudforce and nebulaONE by engaging in client-facing activities, including Quarterly Business Reviews, business development opportunities, demos, and more.
- Stay up to date with the latest technology trends and developments to ensure the nebulaONE Support Desk provides the best possible experience to end-users.
- Perform other duties, as assigned.
Requirements
- Bachelor’s degree in a related field or equivalent practical experience.
- Proven experience managing support teams in a SaaS or enterprise software environment.
- Excellent leadership, communication, and interpersonal skills.
- Analytical mindset with experience in support metrics, reporting, and continuous process improvement.
- Familiarity with support ticketing systems, knowledge base tools, and workflow automation.
- Ability to work collaboratively across technical and non-technical teams.
- Preferred understanding of nebulaONE platform features, administration, and troubleshooting.
Benefits
- 401K savings plan and education reimbursement
- Ultra-modern gym with Tonal and Peloton
- Super cutting-edge technology
- State-of-the-art workspace
- Community involvement
- Great team synergy
- Friday afternoon shenanigans
- A kitchen stocked with free snacks
- Getting rewarded just for learning new things
- Super fun location with restaurants, shops, and more
- Seeing your input and suggestions heard and implemented
- Free monthly garage parking with direct private access to the office
- Brand-new, sun-filled National Harbor offices with scenic views of the Potomac
- Scenic walking paths along the Potomac for getting some fresh air and think time
- Medical, dental, life, and short-term disability insurance covered at 100% of the premium for employees and 50% for dependents.
- Paid parental leave, including adoption and foster care placement.
- PTO starting at 15 days during your first two years of employment, 20 days in years 2 through 4, and 25 days thereafter (+ incentive opportunities to earn more PTO!).
- 9 company-observed holidays + 2 more floating holidays to cover additional observed holidays or for use as extra PTO.
- And more!
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