Technical Support Operations Manager
Job Summary
To build and optimize complex systems for a mission-critical platform, the full-time remote Technical Support Operations Manager will manage a team of Technical Support Engineers, overseeing operational infrastructure and ensuring high availability and rapid incident resolution.
Key Responsibilities
- Architect and maintain the technical infrastructure stack for support operations, including integrations and troubleshooting system-level anomalies
- Design and deploy automated incident response pipelines, establishing metrics for system availability and operational error budgets
- Lead and mentor a team of Technical Support Engineers, promoting a rigorous systems-engineering mindset and defining performance metrics
Required Qualifications
- 5-7 years managing technical support teams in a SaaS or healthtech environment, with startup experience preferred
- Deep expertise in Zendesk and familiarity with integration platforms like Linear and Monday.com
- Hands-on experience with automation tools such as n8n or Zapier
- Proven track record in designing and managing cross-functional systems and workflows
- Experience implementing AI tools to enhance operational efficiency
Complete Job Description
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