Senior Manager, Application Support
New
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SyndioTechnology, SaaS
CT, DC, FL, GA, MD, MA, NJ, NY, OH, PA, RI, SC, VT, and VAFull-TimeManager
Salary158000 - 185000 USD per year
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Job Details
- Experience
- 8+ years in technical support, engineering operations, or a related function; 2+ years managing people
- Required Skills
- Artificial IntelligenceZendesk
Requirements
- 8+ years in technical support, engineering operations, or a related function
- 2+ years managing people
- Demonstrated experience building or scaling support operations at a SaaS company
- Hands-on experience designing or operating AI-assisted support workflows, customer-facing agents, or multi-agent orchestration systems
- Hands-on experience with Zendesk or a comparable enterprise support platform at an operational or administrative level
- Experience working closely with engineering teams and contributing to cross-functional processes like sprint planning or incident review
- Clear, informed point of view on where AI-native support is heading
- Comfortable reading logs, understanding web applications end to end, and forming hypotheses about technical issues
- Ability to think natively about leverage points for AI agents
- Fluent in support metrics and able to translate trends into business recommendations
Responsibilities
- Define and refine the vision and strategy for agentic support as AI capabilities evolve
- Own the build-out of an AI-native support layer, including agent design, knowledge bases, and escalation logic
- Own the metrics that matter: ticket inflow rates, autonomous resolution rates, escalation patterns, time-to-resolution
- Manage, coach, and grow a team at the intersection of technical investigation, customer empathy, and engineering partnership
- Formalize how AI agents are used in the bug investigation and resolution workflow
- Maintain strong working relationships with Engineering, Customer Success, and Product teams
- Own the readiness plan for multiple product launches in 2026, ensuring agents, processes, and the team are prepared for increased ticket volume
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