Intro

Are you a seasoned technical support leader with a passion for customer satisfaction and innovation? Do you thrive in managing multi-level support teams while driving automation and efficiency? Ready to shape the future of our support function and collaborate with senior leadership to deliver cutting-edge solutions? If you're excited to make a strategic impact and elevate the customer experience, this role is for you!

Company

We are a fast-growing security and compliance tech company with a clear purpose: we protect the people behind the data. With over 270 team members worldwide and with offices in Munich, Berlin, London, Stockholm, and Vienna, we help more than 4,000 global customers get certified fast and build a strong and scalable risk posture. With AI-powered automation, self-serve capabilities and additional tailored expert advice, we offer our customers a seamless security and compliance experience to stay ahead of the rapidly evolving security landscape and challenges like the surge in cyber-attacks.

Responsibilities

• You will lead and develop a team of 4 Customer Support Specialists across all support levels (Lv1, Lv2, Lv3), driving performance and customer satisfaction
• You will collaborate with senior leadership to define and execute a strategic vision for technical customer support
• You will oversee ticket management processes for handling 400+ tickets per month, ensuring timely resolutions and SLA compliance
• You will leverage automation and emerging technologies to streamline support processes and improve customer experience
• You will support the technical implementation of customized solutions and partner products to meet client expectations
• You will work closely with cross-functional teams to resolve customer issues and implement product improvements

Benefits

• The proper tools and capacities to build up and lead an ambitious team of high-performing, international A players
• The freedom and trust to bring in and execute your own ideas, as well as drive new projects and initiatives that have never been done before
• Work closely with our Chief Customer Officer and with inspiring industry veterans across several countries
• Get strategic insights into management topics and the possibility of actively contributing to them
• Quick development possibilities, attractive performance bonuses and high-impact work
• Lots of responsibility and the possibility to actively shape and define the future of security and compliance

Profile

• Proven experience in building and leading Technical Customer Support teams, with a track record of success in scaling support functions
• Ability to work strategically while maintaining a customer-first mindset
• 7+ years of experience in technical customer support, pre-sales, consulting, or implementation management, ideally in a technology or SaaS environment
• Strong background in managing multi-level support (1st, 2nd, and 3rd level) and handling high ticket volumes
• Knowledge of HTML, CSS, JavaScript, Java, Ruby, and APIs is a plus. Experience with tools like Postman, Insomnia, and Visual Studio Code is also desirable
• Excellent problem-solving skills and experience in building long-term customer and partner relationships
• Comfortable in a high-growth, fast-paced environment
• Ability to clearly communicate technical information to non-technical individuals
• English skills are required; German skills are a strong plus

 

 
LAST BUT NOT LEAST. FROM THE BOTTOM OF OUR HEARTS 
No matter your origin, ethnicity, gender identity, religion or individual requirements; at DataGuard, all that counts is the person you are. As Guards and Guardettes, we are united not only by our dedication, but also by our shared belief in our purpose: Protect the people behind the data. Convince us with your personality and your skills – and together we will make great things happen. We are looking forward to meeting you! 

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