Senior Manager Development Support

Job Summary

To support a growing operational framework, the full-time Senior Manager Development Support will define and manage the development support process for customer-reported technical issues, ensuring swift resolution and clear communication while working remotely.

Key responsibilities

• Build and evolve the end-to-end development support process, ensuring accountability and visibility for escalated issues
• Establish and manage the SLA framework and triage processes, tracking adherence and improving responsiveness over time
• Lead customer-facing communication on escalated technical issues, maintaining customer confidence and aligning internal stakeholders

Required qualifications

• 7+ years of experience in technical support, development operations, or technical program management in a SaaS environment
• 2+ years of people leadership experience, including team development and management
• Demonstrated ability to establish processes and standards in previously unstructured environments
• Strong data fluency with experience in designing reporting frameworks and presenting insights to stakeholders
• Hands-on experience with ticketing and workflow systems, such as Jira