Tier 1 Support Manager

Role overview

Lead a technical support organization handling high ticket volumes for an integration-heavy software product. You’ll combine people leadership and operational management with hands-on troubleshooting, helping the team maintain service quality while improving its processes, tools, and coordination with Engineering and Product. The role reports to the head of support and may require coverage outside standard business hours.

Responsibilities - Coach and develop support specialists and engineers, with team engagement and retention as key measures. - Manage service performance across email, phone, chat, and portal channels, including response times, resolution times, backlogs, and SLAs. - Improve workflows, tooling, staffing, and schedules to support consistent service across shifts. - Build KPI dashboards, identify trends, and use findings to guide operational changes. - Investigate escalations using APIs, SQL, logs, and issue reproduction; coordinate production bug resolution with Engineering and Product. - Support incident response and client communications, and turn recurring support issues into product improvements. - Own onboarding, ongoing training, strategic support projects, and client relationships during technical escalations.

Requirements - At least five years in technical support or support operations, including three or more years managing people. - Experience improving processes in large support teams with high ticket volumes and multiple service channels. - Working knowledge of REST APIs, JSON, Postman or similar tools, and hands-on SQL investigation. - Experience diagnosing issues from logs in SaaS or integration-heavy environments and working with Engineering and Product on production problems. - Familiarity with KPIs, workforce planning, dashboards or BI tools, and a ticketing platform; Zendesk, Freshdesk, or Salesforce are preferred. - Clear communication with clients and internal teams, including during incidents; bachelor’s degree or equivalent experience. - Flexibility to work evenings, weekends, or holidays when needed.

Nice to have Experience with financial technology, mortgage products, or loan origination systems.

Benefits and work setup The listed full-time base salary range is $85,000–$100,000, with potential bonus eligibility and restricted stock units. Benefits include medical, dental, and vision coverage; paid life and disability insurance; paid time off and holidays; parental leave; an employee assistance program; wellness support; a 401(k) match; and healthcare and dependent-care savings accounts.