Manager - Technical Support, US

⭐ About the team: As part of the Solutions and Services Department, you will be joining the Global Customer Delivery Team, composed of eight Technical Support Engineers and Technical Account Managers. As part of the US based team, you will have a direct impact and daily interaction with clients such as Tripadvisor, Pokemon, ZocDoc, just to name a few. This is an ideal opportunity to work with a variety of clients in their usage and adoption of DataDome’s platform, while simultaneously developing your knowledge and skill sets relating to cloud implementation and AI. When it comes to our stack, we use Slack and Zendesk to provide support to our clients and Planhat to onboard. The US team is managed remotely, and emphasizes collaboration and engagement amongst dedicated problem solvers. Learn more about the Delivery Team in this article and get a glimpse into your life at DataDome. ⭐ We are looking for a Services Manager to lead a team of Technical Account Managers and Support Engineers. Your scope: As a a hands-on, technical manager role, you will both lead and mentor the team and help our clients get the most out of our solution, answer their requests and resolve issues that may impact the product reliability and speed. You will be an expert in the DataDome Solution and understand in-depth : how the product works, its implementation lifecycle, the bot detection process, and dashboard functionalities.

• Report directly to the VP Solutions & Services with reports on support team performance & customer feedback metrics for each aspect of the Technical Support organization to ensure customer expectations are met,
• Coach, motivate and inspire support technical account managers and support engineers to achieve and exceed performance results and support in hiring needs,
• Ensure tickets are detailed and thoroughly filled out with summary and technician instructions, logs and screen shots,
• Manage (Handle relationship, weekly check-ins/ own the relationship with client) Enterprise Accounts such as SeatGeek, MLB, New York Times,
• Lead customer conversations as a technical expert and leverage your expertise and knowledge of our solution to guide them through the onboarding and implementation phases, and more importantly in the daily usage of our solution, when needed,
• Answer client technical questions and specific issues, inform them and navigate relationships with internal international teams (Customer Success, Engineering) on any trends or findings,
• Serving as the voice of the customer and work with internal teams such as Customer Success Managers and the Engineering department to help improve our products thanks to their feedback,

What we look for:

• At least 8 years previous experience in B2B/SAAS solutions or CyberSecurity product
• At least 3 years experience managing and coaching a distributed technical team
• You have proven working experience with Apache, Nginx, CDN, Loadbalancer
• HTTP protocol is no mystery for you
• In depth technical and functional understanding of website hosting and architecture, mobile application and how the internet works (architecture, components, flows, OSI Layers)
• You are autonomous and embodies true leadership qualities
• You are a team player and like to interact with other remote and international teams in the company - occasional meet-ups will be organized in both Austin or Waco
• You are a customer-driven person, who is excited to work and solve technical challenges in an ambitious environment.

What’s in it for you?

• Flex Life: Remote, hybrid, & in-office options, including working from our NY office, located in Soho + $500 stipend to help you set up your ideal workspace.
• Monthly allowance of 50 dollars for people who regularly (hybrid work set-up) come to the office in NYC (at least 10 days per month).
• Health Benefits: We offer medical, dental, & vision insurance options to keep you feeling your best.
• A $100 annual allowance is provided for a leisure activity of your choice in Sports.
• Professional Development: #Weaimhigh is part of our DNA, therefore we have invested in an internal Learning and Development platform and offer the opportunity to request additional training and support via your manager.
• Events & Team building: #We care and we have fun! We organise ****Annual Company-Offsite, Events, Drinks, Winter Party, Lunch & Learns and much more are part of our Culture
• Parent Care: Gifts & care packages to celebrate growing families.
• PTO: 20 paid time off days, 5 sick days and 2 floating holidays ****+ 12 national holidays.
• 401 K eligibility + matching.

What are the next steps?

• Talent Acquisition Manager will contact you for a first chat
• You will then meet with our VP Solutions and Services
• You will complete a technical test and review it with our VP and members of the team
• The final step will be a one-on-one meeting with our CEO
• Welcome to DataDome!

DataDome stops cyberfraud and bots in real time, outpacing AI-driven fraud from simple to sophisticated across your sites, apps, and APIs. Named a Leader in the Forrester Wave for Bot Management, the DataDome platform is built on a multi-layered AI engine that focuses on intent, not just identity. Because it’s not about knowing who’s real, it’s about what they intend to do. With thousands of AI models that adapt to every fraudulent click, signup, and login, DataDome blocks fraud in less than 2 milliseconds, without compromising performance. DataDome is fully automated and integrates seamlessly into any tech stack. Backed by a 24/7 SOC team of advanced threat researchers, DataDome stops over 350 billion attacks annually. Experience protection that outperforms with DataDome. DataDome is an equal-opportunity employer, and proud to be committed to diversity and inclusion. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. Apply tot his job Apply To this Job