Senior Technical Support Manager
Job Summary
Leading a global team in a remote capacity, the full-time Senior Technical Support Manager will oversee operations, enhance service quality, and drive continuous improvement in technical support processes while managing complex escalations and fostering cross-functional partnerships.
Key responsibilities
- Lead Technical Support Engineering operations, ensuring effective regional coverage and clear escalation paths
- Diagnose and resolve operational challenges, implementing durable solutions to enhance service speed and quality
- Act as an escalation leader for critical customer issues, ensuring timely updates and effective communication
Required qualifications
- Significant experience in technical support, escalation support, or related functions within a SaaS or cloud environment
- Proven track record of improving support operations through effective ownership and process design
- Experience managing globally distributed teams and high-performing technical teams
- Strong incident management experience, particularly in high-impact situations
- Bachelor's degree in a technical, business, or related field, or equivalent practical experience
Complete Job Description
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