Technical Support Manager

Job Summary

A company is looking for a Technical Support Manager to lead a team responsible for high-touch escalations across their software suite.

Key Responsibilities

• Lead day-to-day operations of the Technical Support team, including escalations and workload management
• Serve as the senior technical point of escalation for complex issues across various platforms
• Oversee data mapping, cleanup, validation, and support onboarding workflows

Required Qualifications

• 3+ years of experience managing technical support or similar customer-facing teams
• 6+ years of experience in B2B SaaS technical support or operations
• Proven experience in leading escalated issue resolution and managing complex technical work
• Experience implementing KPIs, SLAs, and operational reporting
• Familiarity with tools such as Jira, Zendesk, and New Relic