Senior Manager, Technical Support
About ProcessUnity
ProcessUnity is the Third-Party Risk Management (TPRM) company. Our software platforms and data services protect customers from cybersecurity threats, breaches, and outages that originate from their ever-growing ecosystem of business partners. By combining the world’s largest third-party risk data exchange, the leading TPRM workflow platform, and powerful artificial intelligence, ProcessUnity extends third-party risk, procurement, and cybersecurity teams so they can cover their entire vendor portfolio. With ProcessUnity , organizations of all sizes reduce assessment work while improving quality, securing intellectual property and customer data so business operations continue to operate uninterrupted.
We're hiring a Senior Manager of Technical Support to own the health of our support function across the Global Risk Exchange and Workflow platforms. You'll manage a team of global support, be responsible for direct escalation relationships with our largest enterprise accounts, partner with engineering on triage, and lead our AI-driven support and knowledge management programs. This is a metrics-first leadership role: you'll be measured on team-level resolution quality, process improvement, account health, and other function-level metrics.
This role is remote and open to candidates located in the United States.
What You'll Do:
- Own end-to-end health of the support function: resolution quality, escalation rate, handoff rate, and self-service deflection across both products.
- Provide after-hours on-call coverage for emergencies and critical escalations as part of 24x7 support.
- Accountable for support SLAs, backlog management, and trend analysis.
- Manage and coach a team of global support engineers handling L2 escalations across authentication, platform configuration, integrations, Global Risk Exchange respondent support, and more
- Directly own escalation relationships for our largest enterprise accounts across regulated industries.
- Partner with engineering leadership on escalation and triage.
- Redesign handoff and routing processes to achieve team efficiencies while delivering excellent service to customers.
- Own ProcessUnity 's AI-driven support ecosystem end-to-end triage, virtual agents, and automated deflection - including the response narratives and automated flows used with customers.
- Use AI to analyze customer interactions, surface patterns and gaps, and run ongoing feedback-review cycles to keep the experience accurate and effective.
- Own the knowledge base and self-service deflection strategy, prioritizing new content based on observed support patterns.
- Report on support-function health and trends to leadership.
- Vibe code tools to expedite and improve customer experience
Desired Skills and Experience:
- 5+ years in customer/technical support, including minimum 3 years directly managing a support team for B2B SaaS
- Demonstrated, strategic use of AI tools to drive process, documentation, and support improvements
- Proven, hands-on experience owning an AI-driven support ecosystem end-to-end (e.g., Salesforce Agentforce, Fin by Intercom, Forethought, or comparable platforms) including automated flows, response narratives, and AI-driven analysis of customer interactions - with measurable results
- Experience owning team member performance management: setting goals, conducting reviews, managing improvement plans, and making data-driven promotion/compensation recommendations
- Proven coaching ability - track record of developing individual contributors' technical and communication skills through regular 1:1s, case reviews, and clear, structured feedback
- Cross-functional collaboration skills and experience representing support's voice in broader organizational discussions (product, engineering, sales, or customer success, etc.). Ability to effectively advocate for customer/support priorities in roadmap or process decisions
- Experience building or scaling a support