Senior Manager, Technical Support & Services

About Doppel

Doppel is building the future of social engineering defense. Our AI-native platform uses agentic AI to protect executives, employees, customers, and brands from phishing, impersonation, fraud, and other AI-powered threats across digital channels. We help some of the world’s most recognized brands detect and dismantle attacker infrastructure while strengthening employee resilience through threat-informed training and simulation. By unifying Digital Risk Protection, Human Risk Management, and Email Security, Doppel connects threats into a real-time intelligence graph to power faster disruption, smarter defense, and modern security awareness at scale.

Backed by leading investors including Andreessen Horowitz and Bessemer Venture Partners, and trusted by leading enterprises, Doppel is a rapidly growing Series C startup building the future of social engineering defense. Our team combines deep cybersecurity expertise, operational rigor, and startup velocity to solve some of the internet’s most urgent trust and safety challenges.

We are looking for a hands-on technical leader to lead Doppel’s Technical Support & Services function, spanning frontline Customer Support and a team of senior technical resources responsible for advanced escalations, integrations, reporting, and complex customer technical needs.

You will strengthen the path from first-line support through advanced technical resolution, ensuring issues are investigated thoroughly, routed to the right owner, and resolved with minimal unnecessary escalation to Solutions Architecture or Engineering.

This is a player-coach role for someone who can run day-to-day support operations, develop senior technical talent, personally engage in complex escalations, and turn recurring customer work into scalable processes, documentation, automation, and self-service.

• Lead a blended technical support organization consisting of frontline Support contractors and senior technical-services resources.
• Own day-to-day performance of the contracted Support team, including staffing, coverage, training, quality, productivity, and adherence to service-level standards.
• Coach and develop senior technical resources responsible for advanced troubleshooting, integrations, reporting, and complex customer requests.
• Define clear ownership boundaries across Support, Technical Services, Customer Success, Solutions Architecture, Product, and Engineering.

• Evolve frontline Support from an intake-and-routing function into a disciplined first line of validation, investigation, and resolution that completes all documented Support-owned actions before escalation.
• Establish and enforce escalation-readiness standards requiring clear evidence, investigation findings, completed Support actions, routing rationale, and a specific task before work is handed to Technical Services, Solutions Architecture, Product, or Engineering.
• Improve routing accuracy and reduce duplicate, premature, or multi-team escalations.
• Ensure customers have a clear owner, consistent communication, and documented next steps throughout the case lifecycle.
• Lead critical or technically complex customer escalations when necessary.

• Lead a team of senior technical resources serving as the escalation point between Customer Support / Customer Success and Solutions Architecture, Product, and Engineering.
• Deliver scoped technical services for customers, including integrations, reporting, configuration support, and other complex technical projects.
• Partner with CSMs on technically complex customer needs while keeping commercial account ownership with Customer Success.
• Establish clear criteria for when an issue should remain with Support, move to Technical Services, or escalate to Solutions Architecture, Product, or Engineering.
• Ensure escalations to specialist teams include reproducible evidence, clear expected-versus-actual behavior, actions already taken, and a specific technical request.
• Identify recurring advanced-support work that can be documented, automated, productized, or shifted down to frontline…