Technical Support Manager

Job Summary

A company is looking for a Technical Support Manager to oversee the global Technical Support team and enhance operational excellence.

Key Responsibilities:

• Direct and develop a team of Support Analysts, ensuring effective resource planning and task oversight
• Collaborate with executive and external stakeholders to identify business challenges and implement strategies
• Manage onboarding, training programs, and maintain operational documentation for consistency and efficiency

Qualifications & Skills:

• 5+ years of experience in Technical Support or equivalent customer service experience, with at least 2 years in a management role
• Proven experience managing global, multi-timezone teams and resource planning for 24/7 coverage
• Experience in designing and executing onboarding and training programs
• Understanding of the software development cycle and experience in supporting SaaS environments
• Experience working with ticketing systems like Zendesk or Salesforce