Technical Support Manager

Job Summary

A company is looking for a Technical Support & Solutions Manager to lead and enhance its enterprise support function for critical infrastructure customers.

Key Responsibilities

• Design and implement scalable support processes and define SLAs and escalation paths
• Serve as the escalation point for high severity issues and provide technical advisory support during deployments
• Manage and develop support representatives while ensuring effective global support coverage

Required Qualifications

• 7+ years of experience in enterprise SaaS technical support or customer technical operations
• Proven experience supporting large enterprise customers in complex environments
• Strong expertise with support tools such as Jira Service Management or Zendesk
• Experience in defining and maturing support processes within a growing organization
• Ability to collaborate effectively with engineering teams on triage and defect management