Manager, Technical Support

Role overview

Lead and develop a team of technical support engineers who help enterprise customers resolve product questions and technical issues. The role combines people management and customer escalation support with responsibility for support quality, operational performance, and coordination with engineering, product, and professional services teams.

Responsibilities

- Coach, mentor, train, and onboard support engineers; recognize contributions and support their development. - Monitor team performance and drive improvements to processes, documentation, and change management. - Conduct twice-yearly performance reviews for direct reports. - Coordinate with engineering, product management, and professional services to progress customer issues. - Help enterprise customers with customized uses of core products and services. - Review escalated issues, identify recurring problems, and handle support risk assessment compliance activities.

Requirements

- Fluency in English and a bachelor’s degree in computer science, engineering, or a related technical discipline. - At least five years in a technical, customer-facing role supporting enterprise software or SaaS. - Experience leading large technical teams and at least three years as a lead or manager in technical support. - At least three years working in a hybrid workforce environment. - Experience using software to support a team and manage escalations.

Nice to have

- Technical customer support experience and familiarity with Salesforce, ticket management, or call tracking systems. - Experience with relevant agreement or contract management products, technical training, or content creation. - Additional language skills or experience in web-based application development.

Benefits and work setup

- Remote role, performed primarily from a designated remote work location.