Sr. Manager, Global Technical Support

Smarsh(1 month ago)

HybridFull TimeManager$135,649 - $176,595 (estimated)Customer Support

About this role

The Senior Manager, Global Technical Support for Smarsh Recording & Analytics leads a worldwide support organization ensuring timely and effective assistance for customers using Smarsh products. The role owns support delivery, service excellence strategy, and customer satisfaction for a global, follow-the-sun operation. It requires close collaboration with product, sales, and other cross-functional leaders to improve product supportability, manage complex escalations, and drive adoption of self-service resources. The manager also focuses on team development, readiness for new releases, and data-driven improvements to support processes and tools.

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Required Skills

Technical Support Leadership
Global Team Management
Talent Development
Process Optimization
SOP Development
SLA Management
Workforce Planning
Case Management
Knowledge Management
Support Strategy

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About Smarsh

smarsh.com

Smarsh is a cloud-based digital communications governance and archiving company that helps organizations capture, preserve, supervise and produce electronic communications across 80+ channels. It delivers compliant capture and long-term archiving combined with supervisory workflows, search & analytics, and eDiscovery capabilities tailored for regulated industries—particularly financial services. Smarsh integrates with email, social, mobile messaging, collaboration and voice platforms to support risk, compliance, and litigation readiness. The platform emphasizes enterprise-scale security, retention controls, and global regulatory support.