Senior Support Manager

Sembi is seeking a Senior Support Manager to lead cross-brand technical support initiatives across our portfolio of software testing and security solutions. This role will bring together our globally distributed Support teams totaling 60+ professionals to drive operational excellence, ensure consistent customer experience, and establish scalable best practices.

Key Responsibilities

• Standardize Operations

: Develop and implement cross-brand processes to streamline ticket handling, workflows, and escalation protocols. Specific experience with Zendesk and JIRA is required

: Monitor and report on key support metrics, ensure SLA adherence, and manage high-priority escalations across brands and support teams with 60+ total professionals.

n : Partner with Product, Engineering, and Customer Success teams to close feedback loops and improve customer experience.

: Provide mentorship and strategic direction to Support leads across brands, fostering consistency and collaboration.

: Optimize support platforms (Zendesk, Jira), elevate knowledge base quality, and ensure training programs are aligned globally.

: Even a well-oiled machine gets a strongly opinionated customer from time to time. We rely on the Senior Support Manager to interface with these customers in this moment and help shepherd their strong reaction through an internal process to bring direction, closure and defined next steps. Strong communication skills are a must

Qualifications

An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

By submitting your application, you acknowledge that Sembi, Inc. will process and retain your resume and related personal information solely for recruitment and hiring purposes. Resumes of unsuccessful candidates will be securely deleted within twelve (12) months of the hiring decision, unless a longer period is required by law or you provide explicit consent for continued retention (e.g., for consideration for future opportunities).

In compliance with applicable privacy laws, including the EU General Data Protection Regulation (GDPR), you have the right to request access to, correction of, or deletion of your personal information at any time by contacting Sembi, Inc. does not sell candidate data and will ensure that all personal information is processed securely and in accordance with relevant data protection regulations.