Manager, Technical Support
New
Remote-first work flexibility within the United StatesFull-TimeManager
SalaryCompetitive base salary ranging from 100,600 to 155,295 USD depending on location tier and experience
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Job Details
- Experience
- 5+ years of experience in technical support, support engineering, solutions engineering, or similar SaaS/B2B technical roles; 2+ years of experience managing or leading technical support or customer-facing technical teams
- Required Skills
- AWSCloud ComputingGCPAzureRESTful APIsProcess improvementTechnical supportSaaS
Requirements
- 5+ years of experience in technical support, support engineering, solutions engineering, or similar SaaS/B2B technical roles
- 2+ years of experience managing or leading technical support or customer-facing technical teams
- Strong understanding of APIs, SaaS integrations, authentication systems, and cloud environments such as AWS, Azure, or GCP
- Proven experience managing escalations and driving cross-functional resolution of complex technical issues
- Experience improving support operations through process design, metrics, tooling, documentation, and training
- Strong communication skills with the ability to engage effectively with customers, executives, and internal stakeholders
- Demonstrated ability to build, coach, and scale high-performing technical teams
- Data-driven and customer-obsessed mindset with strong problem-solving and prioritization skills
- Ability to thrive in a fast-paced environment with shifting priorities and high ownership expectations
Responsibilities
- Lead, mentor, and develop a team of Technical Support Engineers, ensuring strong performance management, coaching, and career growth
- Oversee daily support operations including ticket queues, SLAs, case quality, staffing coverage, and escalation workflows
- Act as escalation point for high-priority customer issues, ensuring timely resolution and clear, consistent communication
- Partner with Engineering, Product, and Customer Success teams to resolve complex technical issues and improve customer outcomes
- Design and continuously improve support processes, runbooks, escalation paths, and operational frameworks for scalability
- Analyze support metrics, trends, and customer feedback to identify friction points and drive operational and product improvements
- Ensure the team is equipped to troubleshoot issues across APIs, integrations, identity systems, cloud environments, and platform workflows
- Support hiring, onboarding, workforce planning, and organizational scaling efforts as the team grows
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