Staff Technical Support Manager, Enterprise

Role overview Build and operate an enterprise technical support function as organizational support needs grow. This individual-contributor role owns the operating model end to end, connecting customer issues with vendors and internal product and engineering teams. It blends support operations, technical escalation, vendor oversight, and incident coordination, with scope to help shape the future structure of the support team.

Responsibilities - Establish support workflows, governance, escalation routes, and continuous-improvement practices for business customers. - Manage external support partners across onboarding, workforce planning, performance reviews, invoicing, renewals, and recommendations on future investment. - Improve frontline technical support with troubleshooting standards, training, playbooks, quality checks, diagnostic guidance, and reusable knowledge; coordinate support readiness for product releases. - Forecast demand and capacity, balancing service quality, coverage hours, language needs, cost, and growth when recommending geographic or service-model expansion. - Define service goals, metrics, dashboards, and operating reviews; use results to identify gaps and lead corrective actions with vendors. - Coordinate complex technical escalations and major incidents, including customer and leadership updates, engineering handoffs, resolution tracking, and post-incident reviews.

Requirements - The source calls for a combination of enterprise technical support expertise, operational discipline, vendor management, and the ability to influence across functions. - Ability to create structure in an evolving operation and move between planning and hands-on execution. - Strong communication and coordination skills for working with customers, engineers, leaders, and external partners, including during incidents.

Benefits and work setup - The role is listed as remote in Germany. The source also describes flexible work, paid parental leave, professional development reimbursement, and a choice of work hardware and software.