Senior Technical Support Manager

Job Summary

Managing the health of the support function remotely, the full-time Senior Technical Support Manager will oversee a global support team, handle escalations for enterprise accounts, and lead AI-driven support initiatives while focusing on metrics for resolution quality and process improvement.

Key responsibilities:

• Own end-to-end health of the support function, including resolution quality and escalation management
• Provide after-hours on-call coverage for emergencies and critical escalations
• Manage and coach a team of global support engineers handling L2 escalations and partner with engineering on triage

Required qualifications:

• 5+ years in customer/technical support with at least 3 years managing a B2B SaaS support team
• Proven experience owning an AI-driven support ecosystem end-to-end with measurable results
• Strong track record in team member performance management and coaching
• Practical troubleshooting expertise across core IT infrastructure and experience managing enterprise-account escalations
• Experience building or scaling a support team, including hiring and onboarding design