Technical Support Manager

Job Summary

A company is looking for a Designated Support Engineer to lead and develop technical support teams while ensuring high-quality customer service.

Key Responsibilities

• Lead and develop the US Technical Support team, ensuring performance expectations and coaching plans are met
• Act as a senior escalation leader for complex technical issues, guiding teams through investigations and resolutions
• Build and scale global escalation pathways and implement process improvements to enhance operational performance

Required Qualifications

• 7+ years in technical, customer-facing roles with at least 3 years in a management capacity within Technical Support
• Proven experience leading distributed or global teams
• Strong track record of partnering with Engineering and Product to resolve complex technical issues
• Experience supporting enterprise-scale customers in SLA-driven environments
• Demonstrated success in building scalable processes and improving operational performance