Manager, Technical Support at LogRhythm

| Greater Boulder Area
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LogRhythm, a leader in NextGen SIEM, empowers organizations to measurably reduce risk by rapidly detecting, responding to, and neutralizing cyberthreats. LogRhythm’s Threat Lifecycle Management workflow is the foundation for security operations centers (SOCs), helping customers secure their cloud, physical, and virtual infrastructures for IT and OT environments. The LogRhythm platform has won many accolades, including being positioned as a Leader in Gartner’s SIEM Magic Quadrant.

We are seeking a Technical Support Manager to join our team at our corporate office in Boulder, Colorado. We support nearly 3000 global customers who are reliant on our software solution. This is an opportunity to lead a team of Technical Support Engineer to help resolve customer issues with LogRhythm products. This includes reviews of reports and tickets with direct reports, other teams' members, managers, and senior internal stakeholders; as well as written, phone, and face-to-face communication directly with our customers. 

The Technical Support Manager will provide leadership and guidance to team members to effectively accomplish operational plans and objectives. They will also be required to evaluate and improve their team’s performance through systematic feedback and documentation. Accordingly, they will provide the necessary information to senior managers and peer managers to understand customer issues and requirements, support loads as well as any other concerns. The Technical Support Manager will have the responsibility to provide feedback to Engineering and Quality Assurance departments to enhance the product and make any process improvements. As the Technical Support Manager you will work closely with our Customer Success Managers to resolve issues for specific customers with an emphasis on ensuring support program renewals. 

Responsibilities:

  • Build, develop and manage employees in the Technical Support team, potentially spanning multiple disciplines / time zones
  • Responsible for the overall direction, coordination, and evaluation of the team
  • Carry out supervisory responsibilities in accordance with department and company policies
  • Develop and implement global practices that measure the effectiveness and performance of the Technical Support Function
  • Drive accountability across Customer Success organization to ensure the best customer outcome always
  • Define performance goals and milestones for each team member to build upon
  • Provide customer service for any complaints or problems that may occur

Desired skills & experience:

  • 8 years of experience in the software industry, with a minimum of 3 years in technical support management, including people management
  • Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
  • Strong customer leadership and experience handling critical / escalated situations
  • Bachelor’s degree or equivalent experience
  • Track record of accomplishment and effectiveness within organizations
  • Good communications and interpersonal skills
  • Security Information Event Management (SIEM) solution experience would be a distinct advantage 
  • Relevant industry certifications: CISSP, CISA, MCP, GCIH, CEH
  • Familiarity with security operations and management environments within large enterprise customers and/or service providers is desirable
  • Experience with ITIL, SAAS, and Business Intelligence platforms a plus

LogRhythm is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.



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Location

4780 Pearl East Circle, Boulder, CO 80301

What are LogRhythm Perks + Benefits

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 stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
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
Employees who have been with the company for 12 months are eligible for 12 weeks of 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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