Manager, Technical Support - Content Management
United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years of experience in technical support, IT operations, or software support roles; 3+ years of experience in people management
- Required Skills
- RESTful APIsNetworking
Requirements
- 7+ years of experience in technical support, IT operations, or software support roles with increasing responsibility.
- 3+ years of experience in people management, ideally leading technical support teams in a global or multi-shift environment.
- Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
- Strong troubleshooting and analytical skills with the ability to resolve complex, multi-system technical issues.
- Experience managing SLA-driven environments with strong operational discipline and performance accountability.
- Excellent communication skills with the ability to interact effectively with technical teams and executive stakeholders.
- Proven ability to lead teams through ambiguity while maintaining structure, focus, and performance standards.
- Experience collaborating cross-functionally with engineering, product, and customer-facing teams.
- Familiarity with enterprise infrastructure concepts such as storage systems, databases, networking, or APIs is strongly preferred.
- Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.
Responsibilities
- Lead, coach, and develop a team of technical support specialists, fostering accountability, collaboration, and continuous improvement.
- Oversee day-to-day support operations, ensuring SLA adherence across response time, resolution time, backlog, and customer satisfaction metrics.
- Manage global scheduling, shift coverage, and workload distribution to maintain continuous 24/7 support availability.
- Act as the primary escalation point for complex technical issues and drive resolution of high-impact customer problems.
- Conduct root cause analysis on recurring incidents and implement preventive measures to improve system reliability and reduce case volume.
- Monitor and optimize ticket queues using Salesforce Service Cloud, ensuring efficient prioritization and resolution of customer issues.
- Partner with engineering, product, and external vendors to resolve deep technical issues and improve product supportability.
- Oversee knowledge base quality, documentation standards, and internal training programs to strengthen team capability.
- Identify process improvements that increase efficiency, scalability, and overall support performance.
- Provide performance reporting and insights to leadership and cross-functional stakeholders on trends, risks, and opportunities.
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