Technical Support Manager

Role overview The Technical Support Manager acts as the escalation point for a frontline support team serving a large online learning community. The role focuses on reproducing and resolving complex incidents, spotting recurring patterns, and turning those insights into product and process improvements. It is a fully remote, full-time position with a strong emphasis on operational quality and automation.

Responsibilities - Receive and triage escalated requests and incidents handed over by Level 1 support agents. - Reproduce, investigate, and troubleshoot technical issues, resolving them where possible or routing them to the appropriate engineering team. - Detect recurring problems and usage patterns, then push for product or process changes that address root causes. - Curate an internal knowledge base so the Level 1 team can find answers and known fixes quickly. - Produce reports and keep stakeholders informed about technical issues, trends, and resolution performance. - Identify repetitive support requests that can be reduced or eliminated through automation.

Requirements - At least one year of experience in a Level 2 technical support role serving a user base of 1,000+ customers on a widely used product. - Confidence working with admin panels, billing systems, and back-office tools, with the ability to navigate unfamiliar interfaces and self-serve answers. - English proficiency at B2 or higher in both written and spoken form. - Clear motivation to grow professionally in technical support, including a stated interest in automation. - Analytical, evidence-driven troubleshooting style that consults logs and system data before drawing conclusions. - Practical day-to-day experience with AI assistants, plus curiosity about prompting and AI-driven support automation.

Nice to have - Prior experience working within a team-based support operation. - Comfort reading logs from technical systems such as Nginx or Kibana. - Basic SQL skills or familiarity with reporting tools like BigQuery or Metabase.

Benefits and work setup - Fully remote role. - 40 hours per week. - Working hours scheduled from 9:00 to 18:00 Istanbul time.