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.
We're looking for a Manager, Applications Engineering (Technical Support) to lead a global team supporting our Application Security and Software Composition Analysis (SCA) products, with a strong preference for Black Duck experience. This team handles advanced technical cases involving cloud deployments, Kubernetes/Docker environments, integrations, and enterprise infrastructure.
You'll drive escalations, team performance, customer satisfaction, and technical quality while partnering with Engineering, Product, Cloud Ops, and Customer Success.
Key Responsibilities
- Lead and develop a team of 10 –15 Technical Support Engineers across L1/L2/L3 levels.
- Manage onboarding, coaching, performance feedback, and career growth.
- Oversee schedules, shift coverage, and Duty Manager rotations.
- Own KPIs: SLA/SLO performance, CSAT/NPS, backlog health, FRT/TTR/MTTR, reopen and escalation rates.
- Act as the senior escalation point for Critical/Severity‑1 cases.
- Support engineers working on cloud infra, Kubernetes/Docker, CI/CD integrations, and customer deployments.
- Join strategic customer calls for escalations and issue recovery.
- Drive RCA and problem‑management processes to reduce recurrence.
- Improve triage, escalation flow, and incident communication standards.
- Enhance automation, tooling, and knowledge base quality for better deflection.
- Work cross‑functionally to close documentation gaps and improve product supportability.
Your Toolkit (Skills & Competencies)
- Hands‑on with Black Duck or other SCA platforms; broader AppSec/DevSecOps exposure.
- 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: PMP, Security+ / CISSP / CISM / CEH / ITIL Foundation (any mix).
- Proven track record implementing automation or support process improvements.
Qualifications
Minimum:
- 8+ years in Technical Support or customer-facing engineering roles.
- 3 - 5+ years leading technical teams.
- Bachelor's in CS/IS/Engineering or equivalent experience.
Success Metrics
- SLA/SLO achievement and CSAT/NPS.
- Faster FRT and TTR/MTTR.
- Lower reopen and escalation rates.
- Strong team engagement and skill development.
Work Model
