Manager, Customer Support

This role manages a team of Customer Support Specialists in Kuala Lumpur, overseeing daily operations, KPIs, and escalations for impact.com's global support organization. The manager will drive operational rigor, develop talent, and champion the integration of AI tooling to enhance support efficiency. Requires BPO or high-volume support management experience and CRM expertise.

This role manages the technical support team, ensuring high-quality customer service and technical resolution. Responsibilities include team leadership, process improvement, and performance metrics.

This São Paulo-based role leads the Technical Support Specialists team across the Americas, building a high-performing, autonomous, and customer-focused organization. The manager will drive continuous improvement through AI and automation to enhance troubleshooting and response capabilities. This position reports directly to the VP of Technical Support and collaborates with global leadership, Sales, and R&D.

Manage medium to high complexity customer escalations at Snowflake, reviewing automatic and manual escalation nominations and assembling data from multiple systems to create a comprehensive view. Optimize AI-assisted workflows for escalation management, refine prompt strategies, and serve as a mentor to junior staff. Drive internal alignment and consensus for highly visible customer escalations, leveraging data and AI tools to accelerate root-cause analysis.

This Engineering Lead II role owns the technical direction for three product surfaces: Echosec, Strategic Entity Data, and Identify. The lead will manage a team of 5-8 engineers, oversee a mature Laravel application on Kubernetes, and drive a Python AI service powering natural-language search and summarization. Responsibilities include owning the data ingestion pipeline architecture, managing the quarterly commitment cycle, and partnering closely with Product Management.

This Senior Product Marketing Manager role owns the go-to-market strategy for core cyber threat intelligence offerings, shaping value proposition, positioning, messaging, and competitive differentiation. The role sits at the intersection of Product, Sales, Customer Success, and Marketing, translating technical capability into narratives for CISOs and security practitioners. Responsibilities include owning product launches end-to-end, building sales and marketing content, and evolving pricing and packaging as the company scales.