IT Support Manager

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Who We Are

Red Canary was founded to create a world where every organization can make its greatest impact without fear of cyber attack. Our combination of market-defining technology, processes, and expertise are preventing breaches every day. We are completely changing the way security is delivered and setting the new standard for security. If our mission resonates with you, let’s talk!


What We Believe In

- Do what’s right for the customer

- Be kind and authentic

- Deliver great quality

- Be relentless


Challenges You Will Solve

As our IT Support Manager you will be responsible for leading and growing a team of IT support professionals that enable Red Canary employees to make their greatest impact. With your solid understanding of support processes, human-centered leadership and steadfast pursuit of great user experiences, you will build an elegant, world-class IT support program that allows Red Canary to continue to grow, adapt quickly and be a strong security ally to our customers.


Please note candidates local to Denver are preferred.

What You'll Do

  • Lead a team of IT Support professionals that enable Red Canary’s success
  • Employ hands-on leadership with your team to build solutions and address technical hurdles
  • Encourage and develop the IT support team to grow and challenge themselves
  • Create a world-class employee onboarding experience
  • Devise elegant support solutions that empower users to succeed
  • Employ innovative approaches to knowledge management and sharing
  • Identify informal processes and make them documented, repeatable, and scalable
  • Uphold great security guidelines with a focus on enablement
  • Build relationships with key partners throughout the company
  • Define metrics that measure the effectiveness and impact of your team

What You'll Bring

  • 3+ years of demonstrated success leading an IT support team
  • Experience implementing and supporting various methods for successful communication between a support team and users/customers e.g. ticket system, chat, email
  • Experience implementing and supporting various methods for sharing knowledge, including chatbots and guides that enable users to help themselves
  • A relentless passion for empathizing with and building elegant, innovative technology solutions for the Customer
  • A demonstrated ability to build and develop a team of engaged professionals
  • A demonstrated ability to navigate ambiguity and prioritize individual and team effort
  • Experience providing technical support in a wide variety of technologies including MacOS, ChromeOS, iOS and Android
  • A desire to work with a wide variety of partners to build human-centered technology solutions
  • A positive attitude and default to action. If you see something that may negatively impact the customer experience, you dive right in, isolate the issue, and ensure we do whatever it takes to eliminate it.
  • Excellent written and verbal communication skills, able to describe complex challenges in a concise and friendly manner.

Targeted base salary range: $115,000-$135,000 + bonus eligibility and equity depending on experience.



Why Red Canary?

Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way. 


At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security. For a full list of benefits, please review our Benefits Summary:

https://redcanary.com/wp-content/uploads/2021/01/Benefit-Summary-Red-Canary.pdf 


Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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Technology we use

  • Engineering
  • Sales & Marketing
  • People Operations
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • RustLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • SlackCollaboration
    • ZoomCollaboration
    • AsanaProject Management
    • BasecampProject Management

Location

Our state-of-the-art HQ is located in the brand new McGregor Square centered in Denver's historic LoDo. From inception we have been hybrid workforce.

An Insider's view of Red Canary

What's something quirky about your company?

On a quarterly basis, we have a companywide gathering that we affectionately call BEASTMODE. It’s a great opportunity for “Canaries” from across the country to come together, level-set on the state of the business, get to know each other better, and build a close knit community trying to make a positive impact on the world.

Dave

Director, Customer Success

What projects are you most excited about?

The Cyber Incident Response Team (CIRT) reached the milestone of 10,000 spec/unit tests to validate our detection logic, an indicator of how diligently we maintain our detectors. Continued validation that everything is working as anticipated is key to ensuring a successful security program.

Joe

VP, Customer Security Operations

What makes someone successful on your team?

Curiosity. If you are asking questions, building on what you just learned, and relating it to something known, then you are truly curious about what you’re learning and you will become an expert.

Diane

Director of Product Support

How do you empower your team to be more creative?

As we continue to grow and add specialized focus across digital media, video, and an even more robust content program, I want the team to be able to take all the great insights and educational pieces and recommendations and make it easy for people to find them, understand them, and implement them. To be able to use what we’re doing in marketing in

Brianne

Director, Marketing

What does career growth look like on your team?

Customer Solutions Engineers possess a blended skillset that intersects business, security and technical. Team members can grow within their role or continue to develop their talents into positions such as technical account manager, security architect, and evangelist.

Robbie

Director, Customer Solutions Engineering

What are Red Canary Perks + Benefits

Red Canary Benefits Overview

Exceptional healthcare, dental, and vision coverage including fully paid premiums
Unlimited PTO
401k and flex-spending accounts, including an employer-funded HRA
100% employer paid long and short term disability
Monthly stipend for personal fitness and cell phone

Culture
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Mandated unconscious bias training
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
We provide up to 8 weeks of parental leave for new parents.
Family medical leave
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Employees receive 80 hours per year of paid sick leave.
Flexible time off
Office Perks
Commuter benefits
Free snacks and drinks
Company-sponsored happy hours
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Promote from within
Mentorship program
Continuing education available during work hours
Paid industry certifications

Additional Perks + Benefits

Annual company all-hands meeting where we bring in all of our remote team members to build camaraderie, align and learn.

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