{"id":1153110,"url":"https://alion.io/job/sectigo-senior-manager-technical-support","title":"Senior Manager, Technical Support","company":{"id":6153,"name":"Sectigo","domain":"sectigo.com","url":"https://alion.io/company/sectigo","size_band":"201-500","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ottawa, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":79000,"max_usd":157000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":16},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-23T03:18:34Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T14:25:33Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering solutions that help the world’s largest brands simplify how digital trust is managed and scaled. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across enterprise environments, enabling organizations to reduce complexity, accelerate time to value, and strengthen security across environments. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers, including 65% of the Fortune 500. Sectigo holds six combined active leadership seats in the CA/Browser Forum and ETSI and brings two decades of delivering unparalleled digital trust.\nSimplicity at Scale.\nHow we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - Support, Excellence, Communication, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.\n We are looking for a talented Senior Manager, Technical Support to join our growing global team at Sectigo.\nThe Senior Manager, Technical Support plays a pivotal leadership role in driving operational excellence and delivering superior customer support experiences across multiple channels including tickets, chat, and calls. This seasoned professional will lead a high-performing team, optimize support processes, and ensure alignment with global standards and compliance frameworks. The role demands a strategic thinker with deep expertise in support operations, strong analytical capabilities, and a passion for continuous improvement.\nHere are the core functions, responsibilities, and expectations for this role:\nOperational Excellence\nTake Ownership & Drive support operations by designing and optimizing scalable workflows, SOPs, and best practices to improve response efficiency and resolution volume.\nLead modernization of support infrastructure through automation initiatives, platform enhancements, and tooling strategy to eliminate operational bottlenecks and enable high-volume performance.\nOwn monthly and quarterly business reviews (MBR/QBR) with leadership, leveraging KPI performance on CSAT, NPS, SLA compliance, First Response Time, and Mean Time to Resolution to influence operational decisions.\nStrategic Leadership\nLead and develop 20+ high-performing team members across global time zones, fostering a culture built on customer obsession, ownership, and continuous improvement.\nDefine and execute strategic objectives; set expectations through performance frameworks, coaching plans, and growth paths aligned to organizational goals.\nChampion transformation initiatives that elevate service delivery, improve efficiency, and align operations with evolving business priorities.\nCross-Functional Collaboration\nBuild strong alignment with Product, Engineering, Customer Success, Partner Operations, and Sales to ensure seamless customer journeys and feedback loops.\nTranslate customer insights into product recommendations and operational improvements, actively influencing roadmap priorities and support integrations.\nPartner with global operations to standardize processes and scale best practices across regions and business units.\nCompliance & Governance\nEstablish governance frameworks that align support operations with GRC (Governance, Risk & Compliance) standards and industry regulations.\nEnsure all teams are fully trained and audited for process adherence, security protocols, and compliance policies, maintaining operational integrity and risk mitigation.\nData-Driven Insights\nBuild & leverage analytics to identify support trends, forecast capacity, and uncover optimization opportunities across global operations.\nProvide executive-level reporting and actionable insights to drive strategic planning, process innovation, and customer experience improvements.\nCustomer Success & Experience\nOversee queue health, workload distribution, and capacity planning to ensure service delivery meets or exceeds SLA and quality benchmarks.\nConduct regular case, chat, and call reviewsto reinforce service excellence and accountability across teams.\nProactively engage with key customers and stakeholders to build trust, accelerate issue resolution, and drive long-term retention.\nAdditional tasks associated with this position may be assigned in response to company initiatives and business needs.\nMore information about this role:\nThis is a full-time and in-office position, reporting to our Ottawa office 5 days a week.\nThe targeted compensation package for this role is between CAD 95,000 and 112,000, subject upon internal equity and years of experience. We may make further adjustments through an approval process if the targeted compensation range needs to be modified based on business needs and market trends.\n Education:\nBachelor’s degree in a related field is strongly preferred. An advanced degree is preferred.\nExperience:\nMinimum of 10+ years of hands-on experience in customer-centric roles within the software/IT industry is required.\nMinimum of 6+ years of experience in leadership roles, including managing teams and projects is required.\nIdeal Candidate Profiles, Talents, and Desired Qualifications:\nDemonstrated ability to work both independently and collaboratively in a global, cross-functional environment.\nPrior experience in an agile, customer-centric setting, Managed a team of 20+ agents/engineer.\nStrong leadership skills with the ability to inspire and develop a high-performing team.\nExcellent verbal and written communication skills, with the ability to convey complex topics and compliance requirements to non-technical stakeholders.\nProficiency with customer support tools and CRM systems for tracking, managing, and reporting customer interactions and support tickets.\n Sectigo is an Equal Opportunity Employer.\nAt Sectigo, we are committed to providing equal opportunities throughout your career. We hire and promote the most qualified individuals based on their skills, experience, job requirements, and business needs. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability, pregnancy, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable laws in the countries where we operate.\nOur “One Sectigo” culture fosters a strong sense of belonging and supports a respectful, inclusive workplace free from discrimination and harassment.\nUse of Artificial Intelligence (AI) in Our Hiring Process at Sectigo:\nTo enhance your experience, Sectigo may use Artificial Intelligence (AI) tools during the recruitment process. We are committed to using AI responsibly and transparently, ensuring fairness, accuracy, and human oversight at every stage.\nGlobal team. Global reach. Global impact.\nAt Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work - and our team members - reflect the positive outcomes we deliver to our customers every day.","description_format":"text","description_chars":8162,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Loyalty Programs","Digital Signature"],"lifecycle":[{"event":"open","at":"2026-09-23T18:59:33Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":62,"reasons":["conf:10","velocity","win:early"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/sectigo-senior-manager-technical-support","json_url":"https://alion.io/job/sectigo-senior-manager-technical-support.json","meta":{"generated_at":"2026-09-24T18:08:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}