Technical Support Manager

Job Summary

Leading a team of Technical Support Engineers, the full-time remote Technical Support Manager will oversee day-to-day support operations, drive continuous improvement in customer experience, and collaborate with cross-functional teams to resolve technical issues effectively.

Key responsibilities

• Manage daily support operations, including case quality, escalation handling, and staffing coverage
• Lead, coach, and develop the technical support team, providing performance feedback and career development
• Establish and refine support processes and workflows to enhance efficiency and customer satisfaction

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 experience in people management, specifically leading technical support teams
• Strong knowledge of APIs, SaaS integrations, and cloud environments such as AWS, Azure, and GCP
• Proven ability to improve support operations through process design and metrics
• Demonstrated success in coaching team members and fostering a high-performing team culture