Manager, Support Services

| Greater Boulder Area
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Manager, Support Services

LogRhythm is looking for a Manager, Support Services who will be responsible and accountable for ensuring technical support excellence through the management of a Support Services team.  The Manager will work with other teams to support inter-team projects and tasks in order to maintain and enhance an industry leading Customer Care group. You will ensure support methodologies meet internally established standards, are kept up-to-date with new product releases, and drive optimal value for the customer.

Opportunity

This is an opportunity to help lead and evolve a critical function within the global support services organization for a recognized leader in security intelligence. The person in this role will be able to leverage an amazing collection of talented individuals as well as a product that continues to lead the industry in innovation around SIEM and Security Analytics.  This role will afford the opportunity to broadly influence strategy, and help drive improved execution around globally delivered support services.  

Responsibilities

  • Lead team in addressing and resolve customer issues with LogRhythm products. This includes reviews of reports and tickets with subordinates, other teams’ members, managers, and superiors, as well as written, phone, and face-to- face communication directly with customers.
  • Provide leadership support for the day-to-day activities of direct reports
    • Oversight for support services engineer onboarding
    • 1:1 reviews, 4x4 quarterly reviews, focal reviews and quarterly bonus tracking
    • Individual skillset evaluations as well as guidance and aide in career development
  • Serve as a customer escalation point for all support engagements being supported by the team
  • Develop, enhance and maintain metrics and data to help ensure quality customer support. 
  • Keep up-to-date on product features and the impact to service offerings
  • Review tickets assigned to team members
    • Ensure tickets are addressed in a timely manner
    • Escalation support
  • Cultivate a positive, proactive working relationship with members and managers of other teams and departments.  The most critical of these relationships are with Customer Relationship Managers (CRMs),Professional Services, Tier IV, Sales, Labs, and Engineering.

Personal Qualifications

  • 5+ years’ experience of technical support experience in an enterprise class software environment.
  • Consistently exhibited leadership qualities by collaborating effectively colleagues both within their functional team as across other company business units.
  • Mentored new technical support engineers in order to ease the ramp up involved for incoming colleagues.
  • Must be customer and relationship-focused with strong interpersonal and communication skills.
  • Must have the ability to effectively supervise and develop both personnel, from entry level to management.
  • Must have experience supporting the sales process and participating in scoping, pricing and proposal activities.

Benefits:

LogRhythm offers the following benefits for this position, subject to applicable eligibility requirements:

·    Medical

·    Dental

·   401k plan

·  Flexible time off

·    Vision

·    HSA 

·    FSA 

·   EAP

·  Birthday Day off 

Salary:    

The annual starting salary for this position is between 105k-125k Annually depending on experience and other qualifications of the successful candidate.

Bring your Whole Self to Work!

Diversity, equity, and inclusion are at the core of who we are. At LogRhythm, we know that diverse perspectives spark innovation, improve creativity, and position our team for success. Creating a culture where all are welcomed, valued, and empowered to achieve their full potential is important to who we are today and in the future. We hire the best of the best and do not discriminate based on race, gender, age, religion, sexual orientation, identity, or other personal factors.

About us: 

  • Gartner Leader in Security
  • TB company
  • Award-winning NexGen SIEM Platform

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages

Location

4780 Pearl East Circle, Boulder, CO 80301

An Insider's view of LogRhythm

How do your team's ideas influence the company's direction?

As a security-first company, our security teams have direct influence on the direction of the products and services we deliver to our customers and to the security market. Everybody has great ideas and experiences, and we want our employees to contribute and feel empowered by the impact they have on the company, our customers, and the greater good.

James Carder

Chief Security Officer & Vice President of Labs

What are LogRhythm Perks + Benefits

LogRhythm Benefits Overview

Free Food- Lunch every Friday is on us. And to get you through those other days, there’s Monday cinnamon rolls, fro-yo gatherings and plenty of birthday cake.

LoGiving- We are dedicated to giving back and empowering our employees, customers, and communities.

Wellness- We are competitive when it comes to wellness. Sign up for our activity competition and get a free fitness tracker. Discounted gym memberships, annual health screenings and flu shots are here for you, too.

While at work- On-site yoga, gym, pool bikes, ping-pong, foosball and weekly meditation. Or get outside on the Boulder Creek Path.

Employee referral program- We know the best people know the best people.

Health- Benefits include top-of-the-line health insurance and a generously funded HSA.

Work life balance- We mean it. Flex time off, 12 sick days, 9 company holidays and company-sponsored volunteering opportunities. Oh and take your birthday off — it’s policy.

Culture
Volunteer in local community
Our employees participate in a number of volunteer activities every year, such as the Pedal 4 Possible charity bike ride and Boulder Open Space cleanups.
Partners with Nonprofits
Every year, we run donation drives for Coats for Colorado and Community Food Share. We also participate in a number of other activities organized by our Logiving committee.
Friends outside of work
Eat lunch together
Intracompany committees
To support our community, LogRhythm created Logiving, a committee of LogRhythm employees across the company dedicated to giving back. To read about their work, visit logrhythm.com/about/logiving/
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Dedicated Diversity/Inclusion Staff
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
LogRhythm employees can contribute up to $2700 annually to their FSA for the 2019-2020 plan year.
Disability Insurance
Disability insurance covers 60% of base weekly pay for short-term disability insurance and 60% of base monthly pay for long-term disability insurance.
Dental Benefits
Vision Benefits
Health Insurance Benefits
LogRhythm provides health insurance benefits.
Life Insurance
Life insurance is offered in $10,000 increments up to $1,000,000 or up to six times annual salary, whichever is less.
Pet Insurance
LogRhythm provides access to pet insurance.
Wellness Programs
LogRhythm's health and wellness programs include the bi-annual Biggest Logger competition and corporate discounts to certain fitness clubs.
Onsite Gym
Team workouts
LogRhythm's fitness offerings include an on-site gym, yoga classes, and the bi-annual Biggest Logger competition.
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
LogRhythm provides up to 8 weeks of parental leave (and 12 weeks of FMLA) for the primary caretaker and the secondary caretaker.
Flexible Work Schedule
LogRhythm provides employees with a flexible work schedule, including flexible start and end times.
Remote Work Program
Our remote work program includes full-time remote work for specific positions, as well as the ability for on-site employees to work remotely as needed.
Family Medical Leave
Company sponsored family events
LogRhythm offers multiple family-oriented events every year, including Logtoberfest, Bring Your Child to Work Day, and Bring Your Dog to Work Day (DogRhythm).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
LogRhythm offers paid sick days.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Company outings at LogRhythm include Logtoberfest and summer happy hours.
Game Room
Stocked Kitchen
LogRhythm has fully stocked kitchens, including unlimited coffee, tea, soda, and sparkling water. There are also vending machines in each building.
Some Meals Provided
Happy Hours
Happy hours are hosted on occasion .
Parking
LogRhythm offers employees free on-site parking.
Pet Friendly
LogRhythm participates annually in Bring Your Dog to Work Day.
Recreational Clubs
LogRhythm sponsors office sports leagues, including softball and hockey.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
LogRhythm encourages professional development, including by offering opportunities for on-site and virtual training.
Diversity Program
Lunch and learns
LogRhythm hosts lunch and learn meetings for employees throughout the company.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes leadership mentoring.
Online course subscriptions available

Additional Perks + Benefits

Flexible Paid Time Off, Birthdays required off. Free Food Fridays. Yoga and Meditation Classes. Foosball, Ping Pong and Arcade Games.

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