Manager Technical Support (Application Security)

Black Duck Software Inc. helps organizations build secure high-quality software minimizing risks while maximizing speed and productivity. Black Duck a recognized pioneer in application security provides SAST SCA and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code open source components and application behavior. With a combination of industry-leading tools services and expertise only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

Were seeking a Manager- Technical Support to lead a highperforming global support team across Application Security domain with a strong preference for Black Duck set of products experience. Youll own outcomes for incident response escalations SLAs CSAT and knowledge management while partnering closely with Engineering Product and Customer Success. The ideal leader blends deep technical judgement with operational rigor and a peoplefirst mindset.

WhatYoullDo (Responsibilities)

• Lead a team of 10 - 15 Technical Support Engineers (L1/L2/L3) across multiple product lines.
• Drive hiring onboarding coaching career development and performance management.
• Plan/optimize schedules shift coverage and oncall Duty Manager rotations (weekends as needed).
• Own team KPIs: SLA/SLO attainment CSAT/NPS backlog health FRT/TTR/MTTR reopen and escalation rates.
• Act as the senior escalation point for Severity1/Critical incidents; ensure fast transparent comms.
• Join key customer calls to demonstrate leadership engagement and restore confidence.
• Implement initiatives that reduce repeat incidents and lower reopen rates.
• Champion root cause analysis (RCA) and structured Problem Management to prevent recurrence.
• Standardize triage severity and escalation processes; uphold incident command best practices.
• Identify and implement automation/tooling to improve quality and throughput.
• Build and maintain a searchable knowledge base and troubleshooting playbooks with high reuse.
• Partner with Product Engineering and Docs to close content gaps and improve selfservice deflection.
• Foster a culture of continuous learning and proactiveenablement.
• Represent Support in product/core team reviews; provide closedloop feedback on quality and supportability. Collaborate withCustomer Success Professional Services and Cloud Opsto ensure a seamless customer journey.
• Contribute to release readiness supportability checklists and proactive health programs.

Your Toolkit (Skills & Competencies)

• Exceptional written/verbal communication; calm under pressure; conflict resolution.
• Datadrivendecisionmaker with continuous improvement mindset (Lean/Kaizen).
• Customercentric empathetic outcomeoriented; strong stakeholder management.
• Ticketing: Salesforce Jira Service Management (or similar).
• Knowledge & collaboration: Confluence Zendesk Guide Slack/MS Teams.
• Familiar with ITIL SRE incident command and problem management practices.

Operational Management Strengths

• Service Delivery Excellence:Consistent SLO/CSAT performance via disciplined process/runbooks.
• Analytics:Use CSAT/NPS FRT/TTR/MTTR backlog and trend reports to prioritize and measure success.
• Workforce Planning:Forecast demand align skills andoptimize247 shift models.
• Automation & Standardization:Remove toil raise quality and increase deflection.
• Incident & Problem Management:Minimize disruption; drive RCA and corrective actions.
• Escalation Management:Urgency transparency and executivelevel comms.
• CrossFunctional Partnership:Collaborate with Engineering/Product/CS/CXO stakeholders for systemic fixes.

Qualifications

Minimum

• 8 yearsin Technical Support / Customerfacing engineering roles.
• 3 - 5 yearsleading highperforming technical teams.
• Bachelors in CS/IS/Engineering orequivalent practical experience.

Preferred

• Handson withBlack Duckor other SCA platforms; broaderAppSec/DevSecOpsexposure.
• Practical experience with at least one cloud infrastructure (AWS GCP Azure) container orchestration (Kubernetes Docker) as well as programming languages (Python/Java/Go).
• Familiarity with GitOps standard CI/CD practises and source control management tools (e.g. Git Bitbucket) for automation initiatives is a plus.
• Proficiency in alerting and observability tools (Opsgenie New Relic Grafana etc.)
• Experience working in mission-critical environments and the ability to manage multiple priorities under pressure in a technically challenging setting.
• Demonstrated strong leadership and collaboration skills with experience working effectively across globally distributed teams coupled with excellent communication abilities to engage with both business and technical senior management.
• Proven analytical and troubleshooting skills in incident management monitoring and performance tuning of cloud-native SaaS systems.
• A proactive mindset focused on continuous improvement and effective problem-solving.
• Experience serving enterprise / regulated industries.
• Certifications: PMPSecurity / CISSP / CISM / CEH / ITIL Foundation(any mix).
• Proven track record implementingautomationorsupport processimprovements.

Success Metrics (HowYoullBe Measured)

• SLA/SLO attainmentandCSAT/NPS.
• First Response Time (FRT)Time to Resolution (TTR/MTTR) andbacklog health.
• Deflection rate(KB and selfservice)reopen rate andescalation rate.
• Team engagement retention and skill progression.

Work Model & Hours

• Hybrid with global customer coverage;oncall Duty Managerrotation (including some weekends).
• Working Hours : EST Hours - IST 5.30 PM to 2.30 AM

Black Duck considers all applicants for employment without regard to race color religion sex gender preference national origin age disability or status as a Covered Veteran in accordance with federal addition Black Duck complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Black Duck also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.