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Senior Manager, Customer Support (Shift - 9:00 am - 6:00 pm EST) at Rubrik · LumiJobs

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Rubrik· Posted 2026-09-04

Senior Manager, Customer Support (Shift - 9:00 am - 6:00 pm EST)

Morrisville, NC Officefull timeRemote

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senior

$156k–$233k

H1B: no

Rubrik Senior Manager, Customer Support at Rubrik leads the US-based customer support team delivering post-sales support and operational excellence. The role includes managing team performance, driving customer satisfaction, and collaborating cross-functionally.

Responsibilities

Manage the business and operational excellence of our customer support organization • Implement the service delivery strategy defined by the organization.
Ensure that quality and service delivery standards are met and exceeded • Collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction objectives
Manage the support operations and performance activities, customer satisfaction • Drive operational improvements as it relates to customer satisfaction
Represent the Services functions as necessary on product teams and in various other Rubrik decision-making forums
Evaluate and develop staff
Manages the activities of a group/department of technical support engineers and leads respon sible for providing remote technical support to resolving customer issues • Closely monitoring top support issues after product launch, identifying gaps across all Support tiers worldwide in support tools / resources needed to better support new features. • Ability to identify support tasks that can be automated
Collect and analyze support center metrics to guide decisions about product and support quality
Handle escalations, initiate conference calls, drive escalations to positive closure by providing timely status update all the stakeholders
Set Goals (KPI) and Review team performance daily, weekly, quarterly and half yearly • Experience with phone home and proactive support best practices
Education & Experience:
A Bachelor’s degree in any discipline
At least 7-10 years of experience working in technical customer support organizations. • At least 3 years’ experience as a people manager in support organizations, including a proven track record of hiring and mentoring employees.

Qualification

Bachelor’s degree in any discipline

Required

Bachelor’s degree in any discipline
7-10 years of experience in technical customer support organizations
3+ years’ experience as a people manager in support organizations with proven hiring and mentoring track record

Benefits

Equity/RSU

Company

Rubrik

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Source: greenhouse

Active within the past hour

Remote-friendly

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Bachelor’s degree in any discipline

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