Staff Technical Support Manager, Enterprise

Role overview Lead the creation of a brand-new B2B technical support operation for an organization whose products are used by hundreds of millions of people worldwide. This individual contributor role carries end-to-end ownership of building the operating model, vendor strategy, processes, tooling, training, metrics, and governance needed to support enterprise customers adopting browser, privacy, and related software products. The position bridges customer experience, product, and engineering teams, serving as the operational anchor during major incidents and shaping how enterprise support scales across regions and languages.

Responsibilities - Design and launch a new enterprise support function from the ground up, defining workflows, escalation paths, governance, and continuous-improvement practices. - Manage external support vendor relationships end to end, including selection support, contracting assistance, onboarding, performance reviews, invoicing, renewals, and expansion recommendations. - Develop vendor training programs, support playbooks, standard operating procedures, quality frameworks, knowledge content, and release-readiness coordination with product teams. - Forecast demand and plan capacity across geographies, languages, coverage models, and service tiers, balancing quality, cost, and growth. - Define service-level objectives, KPIs, dashboards, and operating reviews covering quality, response speed, customer experience, productivity, and cost. - Lead operational response during major customer incidents, coordinating vendors, engineering, and customers, and driving post-incident reviews and root-cause analysis.

Requirements - Significant experience building or scaling B2B or enterprise technical support operations, ideally as a first hire or founding operator. - Proven ability to manage outsourced vendor relationships, including performance management and corrective action planning. - Strong program-development skills, with experience designing processes, governance, and metrics where none previously existed. - Technical fluency with enterprise software, browsers, or related infrastructure environments, sufficient to engage credibly with engineers and product managers. - Demonstrated calm, structured leadership during high-severity customer incidents and cross-functional escalations.

Nice to have - Experience operating across multiple geographies, languages, and time zones. - Familiarity with privacy-focused or open-source software ecosystems.

Benefits and work setup - Performance-based bonus eligibility and retirement contributions with immediate vesting. - Comprehensive medical, dental, and vision coverage. - Paid parental leave, quarterly wellness days, birthday and country-specific holidays, and well-being and professional development stipends. - One-time home office stipend, employee referral bonuses, and additional country-specific benefits such as life, disability, and employee assistance programs.