Senior Vice President, Customer Support
Shane joined Sophos in 2017. Having successfully led the support organization for the Americas from 2019, he assumed responsibility for our global support organization in 2022. In this role he leads the company’s customer and partner support strategy, delivering a superior experience to Sophos customers and partners worldwide. He has helped to update and modernize the tools, technology, and operational processes that have enabled Sophos’ Global Support and Services organization to reach unprecedented levels of customer satisfaction.
Shane is an accomplished support leader, with over 20 years’ experience building and leading global support teams in technology organizations. Before joining Sophos, Shane was previously Senior Vice President of Customer Success and Support at SaaS provider Vision Critical. Prior to Vision Critical, he was Senior Technical Consultant for learning management system provider, Blackboard, helping to evolve Blackboard’s Professional Services offerings as the industry transitioned from on-premise to the cloud. Prior to joining Blackboard, he was Senior Manager of Support at learning management system provider WebCT, transitioning the support organization into a multi-tiered, global, 24/7 operation.