Note: The job is a remote job and is open to candidates in USA. ZeroFox is hiring a Senior Support Manager to lead its global Platform Engineering and Takedown Support teams, which handle complex platform configuration and takedown work. The role is responsible for improving team processes and escalations, resolving difficult customer situations, and partnering with Customer Success, Product, and Engineering to address recurring customer problems.
Responsibilities
- You'll lead the global Platform Engineering and Takedown Support teams, the Tier 3 group that handles complex platform configuration and takedown work for every ZeroFox customer type. Your job is to make that team fast, consistent, and respected: you own the playbooks, the escalation paths into Tier 3, and the standard everyone is held to, and you partner with Customer Success, Product, and Engineering so recurring customer problems turn into roadmap items instead of repeat tickets
- You'll also be the person who picks up the phone when an engagement gets difficult. That means joining or leading customer escalation calls, staying calm while others aren't, and turning a rough situation into a recovered relationship
- You'll work closely with the VP of Customer Support and senior CS leadership, bring data to every process recommendation, and use AI tools like Claude to put the right information in front of your team so hard problems get solved faster
- In your first 90 days, you'd be expected to get hands-on with the platform to expert level, meet every member of both teams, map the current escalation paths and find the biggest bottleneck, and bring your first data-backed process recommendation to the VP of Customer Support
Skills
- You've run a Tier 3 or configuration support team, ideally across time zones, and you can describe what you changed that made it better
- You can get on a customer escalation call, take the heat, and leave with a plan everyone believes
- You pull the data before you form an opinion, and you can show a VP why a process should change
- You get restless with "good enough" and would rather fix the workflow than work around it
- You're already using AI tools to speed up analysis and support work, and you want to push that further across a team
- You coach people. You've helped a strong individual contributor grow into a better teammate, and you hold the standard even when it's uncomfortable
- You keep bringing Product and Engineering the same evidence until a recurring defect moves up the list
- You can lead a team across time zones without being online around the clock yourself, and you build handoffs so nothing falls through
- You want to know how the platform actually works, down to configuration and takedown mechanics
- 7+ years in support, configuration, or a closely related function, including leading Tier 3 or similar technical support teams
- Experience managing globally distributed teams
- Hands-on experience with SaaS platform configuration and maintenance for enterprise organizations
- A track record of building and improving a support program, with process at the center
- Proven ability to work with Product and Engineering and move roadmap and defect priorities
- Clear written and verbal communication for internal teams, executives, and customers
Benefits
- Comprehensive health, dental, and vision (Cigna)
- 401(k) with 3% match, 100% immediately vested, no cliff
- HSA with quarterly company contributions
- Generous time off
- Remote (United States)
Company Overview