Senior Technical Support Manager
New
O
OmiliaConversational AI
Based in the AMER region, fully remote. Lead our AMER support team based in the USA & Costa Rica., 14:00 – 18:00 EET/EEST overlap requirement for onboardingFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 5+ years in technical support, with at least 2 years managing a support team of engineers
- Required Skills
- Distributed Systems
Requirements
- 5+ years in technical support.
- At least 2 years managing a support team of engineers.
- Experience managing an enterprise support queue against SLAs.
- Technical fluency in at least one: conversational AI, IVR, NLP/ASR, contact-center platforms, cloud infrastructure, or voice biometrics.
- Ability to read logs, reproduce issues, and reason about distributed systems.
- Strong people-management instincts including goal setting, mentoring, and conflict resolution.
- Excellent written and spoken English.
- Based in the AMER region.
Responsibilities
- Lead the AMER support team and align on daily priorities, blockers, and escalations.
- Hire, onboard, and ramp new engineers on the Omilia Cloud Platform (OCP).
- Run 1:1s, performance reviews, and coach contributors on career tracks.
- Own and monitor SLAs (Severity 1 to 4) for the AMER queue.
- Manage cross-region follow-the-sun handoffs between EMEA, APAC, and AMER teams.
- Own customer communication during incident lifecycles.
- Serve as a senior point of contact for key accounts during escalations and QBRs.
- Drive continuous improvement for the knowledge base and service desk roadmap.
- Ensure team compliance with PCI-DSS, SOC 2, ISO 27001, HIPAA, and GDPR.
- Maintain in-depth technical understanding of OCP to mentor staff and assist in troubleshooting.
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