Technical Support Manager

Job Summary

Leading a team of Technical Support Engineers, the full-time remote Technical Support Manager will oversee daily support operations, coach talent, and drive process improvements to enhance customer experience across a complex platform.

Key responsibilities

• Manage day-to-day support operations, ensuring case quality and adherence to SLAs
• Coach and develop team members, providing performance feedback and career development support
• Build partnerships with cross-functional teams to improve issue resolution and customer outcomes

Required qualifications

• 5+ years of experience in technical support or a similar customer-facing technical role in a SaaS or B2B environment
• 2+ years of people management experience in a technical support setting
• Strong knowledge of APIs, SaaS integrations, and cloud environments such as AWS, Azure, and GCP
• Proven ability to enhance support operations through process design and metrics
• Demonstrated success in coaching team members and fostering a high-performing team culture