Senior Manager, Technical Support & Services

Doppel; United States; Remote; USD 165,000 - 190,000; Full time

Benefits offered by this job

Meaningful equity

Remote-first culture

Flexible PTO

Job summary

Doppel is seeking a hands-on technical leader to head Technical Support & Services, combining frontline Customer Support with a high-caliber escalation and technical services team. You will guide day-to-day operations, coaching senior staff, and driving scalable processes, documentation, automation, and self-service.

You will play a pivotal role in defining ownership across Support, Technical Services, Customer Success, Product, and Engineering, while delivering efficient, evidence-based

Qualifications

• 8+ years in technical support / customer engineering / solutions / post-sales.
• 3+ years managing technical customer-facing teams.
• Proven track record of managing technical organizations that integrate frontline support with advanced escalation and technical services.
• Strong technical troubleshooting, escalation management, and root cause analysis skills.
• Experience supporting a complex enterprise SaaS, cybersecurity, cloud, data, or infrastructure product.
• Demonstrated success building support processes, service levels, escalation models, playbooks, and performance metrics.
• Experience partnering closely with Product and Engineering on customer escalations and product improvements.

Responsibilities

• Lead the blended technical support organization (frontline + senior resources).
• Own day-to-day performance of the contracted Support team; staffing, coverage, training, quality, productivity, SLAs.
• Coach and develop senior technical resources for advanced troubleshooting and integrations.
• Define ownership boundaries across Support, Technical Services, Customer Success, Solutions Architecture, Product, and Engineering.
• Evolve frontline Support into validated, documented actions before escalation.
• Lead escalations when necessary.
• Scale through advanced technical services and playbooks.
• Partner with Enablement to create training and certification programs.

Skills

Technical leadership

Escalation management

Root cause analysis

Executive communication

Tools

Pylon

Zendesk

Jira

Linear

Job description

About Doppel

Doppel is building the future of social engineering defense. Our AI-native platform uses agentic AI to protect executives, employees, customers, and brands from phishing, impersonation, fraud, and other AI-powered threats across digital channels. We help some of the world’s most recognized brands detect and dismantle attacker infrastructure while strengthening employee resilience through threat-informed training and simulation. By unifying Digital Risk Protection, Human Risk Management, and Email Security, Doppel connects threats into a real-time intelligence graph to power faster disruption, smarter defense, and modern security awareness at scale.

Backed by leading investors including Andreessen Horowitz and Bessemer Venture Partners, and trusted by leading enterprises, Doppel is a rapidly growing Series C startup building the future of social engineering defense. Our team combines deep cybersecurity expertise, operational rigor, and startup velocity to solve some of the internet’s most urgent trust and safety challenges.

The Role

We are looking for a hands-on technical leader to lead Doppel’s Technical Support & Services function, spanning frontline Customer Support and a team of senior technical resources responsible for advanced escalations, integrations, reporting, and complex customer technical needs.

You will strengthen the path from first-line support through advanced technical resolution, ensuring issues are investigated thoroughly, routed to the right owner, and resolved with minimal unnecessary escalation to Solutions Architecture or Engineering.

This is a player-coach role for someone who can run day-to-day support operations, develop senior technical talent, personally engage in complex escalations, and turn recurring customer work into scalable processes, documentation, automation, and self-service.

What You Will Do

Lead the Organization

• Lead a blended technical support organization consisting of frontline Support contractors and senior technical-services resources.
• Own day-to-day performance of the contracted Support team, including staffing, coverage, training, quality, productivity, and adherence to service-level standards.
• Coach and develop senior technical resources responsible for advanced troubleshooting, integrations, reporting, and complex customer requests.
• Define clear ownership boundaries across Support, Technical Services, Customer Success, Solutions Architecture, Product, and Engineering.

Improve Technical Service Delivery

• Evolve frontline Support from an intake-and-routing function into a disciplined first line of validation, investigation, and resolution that completes all documented Support-owned actions before escalation.
• Establish and enforce escalation-readiness standards requiring clear evidence, investigation findings, completed Support actions, routing rationale, and a specific task before work is handed to Technical Services, Solutions Architecture, Product, or Engineering.
• Improve routing accuracy and reduce duplicate, premature, or multi-team escalations.
• Ensure customers have a clear owner, consistent communication, and documented next steps throughout the case lifecycle.
• Lead critical or technically complex customer escalations when necessary.

Scale Through Advanced Technical Services

• Lead a team of senior technical resources serving as the escalation point between Customer Support / Customer Success and Solutions Architecture, Product, and Engineering.
• Deliver scoped technical services for customers, including integrations, reporting, configuration support, and other complex technical projects.
• Partner with CSMs on technically complex customer needs while keeping commercial account ownership with Customer Success.
• Establish clear criteria for when an issue should remain with Support, move to Technical Services, or escalate to Solutions Architecture, Product, or Engineering.
• Ensure escalations to specialist teams include reproducible evidence, clear expected-versus-actual behavior, actions already taken, and a specific technical request.
• Identify recurring advanced-support work that can be documented, automated, productized, or shifted down to frontline Support over time.

Scale Through Systems and Knowledge

• Turn recurring advanced investigations into playbooks, diagnostics, training, automation, and self-service so increasingly more work can be resolved by frontline Support.
• Improve shared understanding of Doppel’s alert lifecycle, detection pipeline, filtering behavior, integrations, and takedown workflows.
• Partner with Enablement to create technical training and certification programs.
• Identify high-volume manual work that can be automated, incorporated into the product, or supported through self-service.
• Improve visibility across customer-facing and engineering workflows, including ownership, status, service levels, and next steps.
• Use case and escalation data to measure routing quality, Support-owned resolution, specialist escalation volume, and recurring technical demand.
• Build feedback loops from Support and Technical Services into Product and Engineering to identify systemic defects and recurring customer friction.

What We Are Looking For

• 8+ years in technical support / customer engineering / solutions / post-sales.
• 3+ years managing technical customer-facing teams.
• Proven track record of managing technical organizations that integrate frontline customer support with advanced escalation and technical services teams.
• Strong technical troubleshooting, escalation management, and root cause analysis skills.
• Experience supporting a complex enterprise SaaS, cybersecurity, cloud, data, or infrastructure product.
• Demonstrated success building support processes, service levels, escalation models, playbooks, and performance metrics.
• Experience partnering closely with Product and Engineering on customer escalations and product improvements.
• Ability to communicate credibly with customer technical teams, security leaders, executives, and internal engineering stakeholders.
• A strong record of developing high-performing technical teams.
• Ability to bring structure and accountability to a fast-growing environment.
• Experience overseeing customer-facing technical delivery such as integrations, configuration, reporting, APIs, or scoped technical projects.

Preferred Qualifications

• Experience in cybersecurity, threat intelligence, digital risk protection, trust and safety, fraud, or social engineering defense.
• Familiarity with APIs, SSO, identity systems, integrations, cloud platforms, and enterprise security workflows.
• Experience building or scaling advanced support, support engineering, technical services, or customer engineering capabilities.
• Experience improving support resolution rates and reducing engineering escalations.
• Experience with support and engineering workflow systems such as Pylon, Zendesk, Jira, Linear, or similar tools.
• Experience implementing global, follow-the-sun, or on-call support coverage.
• Familiarity with AI-assisted support, workflow automation, and customer self-service.
• Experience working in a rapidly growing startup or similarly dynamic environment.

Why Join Doppel

• Meaningful equity so you share in Doppel’s success.
• A remote-first culture with flexibility built in.
• Flexible PTO, comprehensive health benefits, parental leave, and more.
• A high-growth environment where your work will have immediate impact and visibility.
• The opportunity to evolve and scale a critical technical customer organization.

Salary Range $165,000—$190,000 USD