Senior Manager, Technical Support
New
J
JobgetherB2B SaaS
Based in the United StatesFull-TimeManager
Salary$105,000 - $145,000 plus bonus
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Job Details
- Experience
- 5+ years of experience in technical or customer support, including at least 3 years managing support teams within a B2B SaaS environment.
- Required Skills
- SalesforceRESTful APIsNetworking
Requirements
- 5+ years of experience in technical or customer support.
- At least 3 years managing support teams within a B2B SaaS environment.
- Proven experience leading AI-powered support initiatives, including automation workflows, virtual agents, AI-based customer interaction analysis, and measurable process improvements.
- Strong background in team leadership, including performance management, coaching, goal setting, career development, and promotion recommendations.
- Demonstrated ability to build, scale, and improve support organizations through hiring, onboarding, operational processes, and team development.
- Experience managing support operations using quantitative metrics such as resolution time, escalation rates, backlog health, and service performance indicators.
- Strong technical troubleshooting knowledge across IT infrastructure, including email delivery, DNS, networking fundamentals, VPNs, proxies, firewalls, REST APIs, authentication methods, and system integrations.
- Experience managing enterprise customer escalations and collaborating with engineering teams on technical investigations and defect resolution.
- Excellent communication skills with the ability to adapt messaging for technical teams, customers, executives, and cross-functional stakeholders.
Responsibilities
- Own the overall health and performance of the technical support function, including resolution quality, escalation management, backlog efficiency, handoff processes, and customer self-service outcomes.
- Lead and coach a global team of support engineers responsible for advanced technical escalations across SaaS platforms, integrations, authentication, configurations, and enterprise customer environments.
- Manage support operations through measurable performance indicators, including SLAs, resolution times, escalation rates, support trends, and operational improvements.
- Provide leadership for critical customer escalations, maintaining strong relationships with enterprise accounts and ensuring timely, effective resolutions.
- Partner with engineering and product teams to improve issue triage, defect resolution workflows, and customer-driven product enhancements.
- Design and optimize support processes, routing strategies, and operational workflows to improve efficiency while maintaining exceptional customer experiences.
- Own AI-driven support initiatives, including virtual agents, automated workflows, response improvements, and AI-powered analysis of customer interactions.
- Develop and maintain knowledge management strategies, including documentation, self-service resources, and content improvements based on customer support trends.
- Deliver regular reporting and insights to leadership on support performance, customer health, operational challenges, and improvement opportunities.
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