You're responsible for driving the quality and responsiveness of Expel's support team. You're coaching and mentoring our Technical Support Engineers (TSEs), enabling them to do their best work, and encouraging their professional development.
You'll be establishing and iterating on our support processes, while keeping a focus on both quality and efficiency as we scale. Expel's support team is our customer's safety net: helping customers when they're stuck, providing answers to their questions, and ensuring integrations are healthy and working as expected. It's your job to keep this team running, optimized, and able to handle tech issues and whatever our customers throw their way.
You'll build strong relationships with internal stakeholders like customer success, engineering, product, and SOC teams. You'll keep a close eye on metrics and use data to tune how the team operates and advocate for changes that will have the greatest impact on our team and our customers. It's your job to inform guidelines of where and how the support team can best engage with our customers, while looking for ways they can further contribute to the future success of the business.
If any of this resonates, we'd be delighted to hear from you!

What Expel can do for you

• Give you an opportunity to take ownership of key processes and capabilities at Expel
• Empower you to coach and guide the methodologies you define
• Ensure your voice is heard & tied directly to our business direction
• Provide you with an entertaining, small, and highly transparent environment
• Challenge you to push the bounds of our security vision

What you can do for Expel

• Coach, mentor, and enable our support team
• Establish and iterate on our support processes
• Develop strong relationships with sales, engineering, SOC, and CS teams
• Continuously drive quality and efficiency
• Find and implement ways our support team can further contribute to Expel's success

What you should bring with you

• Excellent coaching and mentoring skills
• 2+ years of management experience
• 5+ years of support experience
• Extensive experience working with other teams and collaborators
• Networking, Administration, and Security certifications such as CCNA, CCENT, CISSP, and/or MCSA, or related certifications/degrees or experience strongly preferred

Additional notes
The base salary range for this role is between $106,100 USD and $153,800 USD + bonus eligibility and equity.
We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data. You'll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and really excellent health benefits.
We're only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.
We're an Equal Opportunity Employer: You'll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
We'll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let us know if you need accommodation of any kind.
#LI-Remote

Job Type: Full-time

Pay: $106,100.00 - $153,800.00 per year

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