Technical Support Manager

Job Summary

A company is looking for a Technical Support Manager for the West Coast/Pacific Time Zone.

Key Responsibilities

• Lead and mentor a multi-shift Support Engineering team, focusing on professional growth and support excellence
• Continuously optimize the support experience for customers and staff, ensuring operational efficiency
• Monitor key performance indicators (KPIs) to manage capacity planning and escalation workflows

Required Qualifications

• 3+ years of experience managing high-performing teams of 10+ Technical Support Engineers
• Must be based in the Pacific Time Zone for regional shift alignment
• Familiarity with Knowledge-Centered Service (KCS) methodology
• Experience with Artificial Intelligence (AI) and Large Language Models (LLM) in support operations
• Solid understanding of security operations, modern tech stacks, and industry trends