Technical Support Manager
Job Summary
Leading a team of Technical Support Engineers, the full-time remote Technical Support Manager will oversee daily operations, drive continuous improvement, and ensure high-quality support for customers using a complex platform.
Key responsibilities
- Manage day-to-day support operations, including case quality, escalation handling, and staffing coverage
- Lead, coach, and develop a team of Technical Support Engineers, providing performance feedback and career development
- Build partnerships with Engineering, Product, and Customer Success teams to enhance 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 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
- Experience managing escalations and driving cross-functional resolutions
Complete Job Description
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