Senior Technical Support Manager

Job Summary

Leading a high-performing technical support organization, the remote Senior Technical Support Manager will oversee support managers and senior contributors, drive operational excellence, and shape strategies to deliver exceptional customer outcomes in a complex SaaS environment.

Key responsibilities

• Lead and develop Technical Support managers and senior contributors through coaching and succession planning
• Own the strategy and execution of technical support operations, including escalations and case quality
• Act as a senior escalation point for critical customer issues, ensuring timely resolution and cross-functional coordination

Required qualifications

• 8+ years of experience in technical support or a similar customer-facing technical function in a SaaS or B2B environment
• 4+ years of people management experience, including leading managers and senior technical teams
• Strong experience managing complex escalations and driving cross-functional resolution
• Working knowledge of APIs, SaaS integrations, and cloud environments such as AWS, Azure, and GCP
• Proven ability to scale support operations through process design and organizational planning