Senior Manager, Technical Support

Snyk is the leader in secure AI software development, helping millions of developers develop fast and stay secure as AI transforms how software is built. Our AI-native Developer Security Platform integrates seamlessly into development and security workflows, making it easy to find, fix, and prevent vulnerabilities — from code and dependencies to containers and cloud.

Our mission is to empower every developer to innovate securely in the AI era — boosting productivity while reducing business risk. We're not your average security company - we build Snyk on One Team, Care Deeply, Customer Centric, and Forward Thinking.

It's how we stay driven, supportive, and always one step ahead as AI reshapes our world.

Why this role?
As an experienced Senior Manager, Technical Support, you will wield authoritative ownership over and expertly steer the technical leadership initiatives within your team, driving transformative enhancements across Snyk's product landscape. Your accountability extends to the strategic technical trajectory of the entire organization, harmonizing this with the overarching business objectives to fortify Snyk's position as an industry leader. At the heart of your leadership lies the cultivation of a collaborative, inclusive, and mentorship-driven environment. You will serve as a guiding leader, fostering a culture of learning, growth, and shared success across the technical support team.

As an experienced Senior Manager, Technical Support, you will guide the technical direction and leadership initiatives within your team, contributing to enhancements across Snyk's product landscape. You will focus on the strategic technical trajectory of the organization, aligning this with overarching business objectives to strengthen Snyk's market position.

A key part of your leadership involves cultivating a collaborative, inclusive, and mentorship-driven environment. You will be a guiding leader, fostering a culture of learning, growth, and shared success across the technical support team while driving continuous process improvement.

Success in this role will be instrumental in building cohesive bridges between divisions and galvanizing Engineers to drive innovation. You will be a key player in identifying and addressing Snyk-wide challenges to cultivate innovative, forward-thinking solutions with a long-term outlook.

What You'll Do

• Provide overarching technical leadership, guiding the team toward becoming a recognized technical authority.
• Drive significant transformation in the domain you are leading, aligning it with business priorities.
• Manage and oversee large-scale production systems, utilizing them to shape product strategies and foster team growth.
• Drive initiatives to elevate product quality, taking a proactive role in improving various aspects of Snyk's offerings through enhanced test coverage, defect reduction, and usability strategies.
• Foster close collaboration with customer-facing technical staff and Sales leadership to understand customer needs and align technical architecture.
• Lead by example with active coding engagement, demonstrating commitment to technical excellence.
• Mentor and support the team in raising Snyk product quality and coach team members to reach their goals, in alignment with the needs of the business.

What You Bring

• 8+ years of relevant experience.
• Expert knowledge of the group tech stack and the ability to facilitate the adoption of industry best practices around technology.
• Strong experience in system design and improvement, contributing to the company's 3-year platform strategy.
• Ability to successfully deliver complex projects that span teams, or are highly complicated or ambiguous in nature.
• Proven ability to identify risk and customer impact, and offer potential mitigations or paths to address problems.
• A recognized track record as a seasoned coach with the ability to develop great engineers.

It'd Be Awesome If You Also…

• Have experience reviewing and improving divisional testing strategies.
• Actively stay current with new technological trends and stimulate knowledge sharing of the stack across the company and the industry.
• Are comfortable in determining which items need escalation or broader discussion as part of a program.
• Communicate carefully and respectfully, actively seeking and providing feedback while demonstrating situational awareness.
• Love solving complex problems with a collaborative team.

We care deeply about the warm, inclusive environment we've created and we value diversity – we welcome applications from those typically underrepresented in tech. If you like the sound of this role but are not totally sure whether you're the right person, do apply anyway
About Snyk
Snyk is committed to creating an inclusive and engaging environment where our employees can thrive as we rally behind our common mission to make the digital world a safer place. From Snyk employee resource groups, to global benefits that help our employees prioritize their health, wellness, financial security, and a work/life blend, we aim to support our employees along their entire journeys here at Snyk.

Benefits & Programs

• Prioritize health, wellness, financial security, and life balance with programs tailored to your location and role.
• Flexible working hours, work-from home allowances, in-office perks, and time off for learning and self development
• Generous vacation and wellness time off, country-specific holidays, and 100% paid parental leave for all caregivers
• Health benefits, employee assistance plans, and annual wellness allowance
• Country-specific life insurance, disability benefits, and retirement/pension programs, plus mobile phone and education allowances