Staff Technical Support Manager, Enterprise
M
Mozilla CorporationTechnology, Software
Remote GermanyFull-TimeSenior
Salary€57.000 — €76.000 EUR
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Job Details
- Experience
- 5+ years
- Required Skills
- JiraZendesk
Requirements
- 5+ years of experience in B2B or enterprise technical support operations, service delivery, or vendor management.
- Demonstrated experience building a new support capability or scaling an existing support operation.
- Experience managing outsourced support vendors or BPO partners.
- Proven track record with vendor selection, contracts, budgets, forecasting, and procurement processes.
- Strong proficiency with support platforms such as Zendesk/CRMs and issue-tracking systems like Jira.
- Deep knowledge of enterprise support practices, including service levels, incident management, and root cause analysis.
- Experience leading high-severity technical incidents with stakeholders under pressure.
- Ability to define and utilize operational metrics, dashboards, and reporting for performance management.
- Technical fluency to coordinate issues involving browsers, endpoint management, security tools, and managed environments.
- Excellent communication and cross-functional leadership skills.
- Ability to operate independently across regions, cultures, and time zones.
Responsibilities
- Build and launch Mozilla's first B2B support operations capability, including its operating model, workflows, escalation paths, governance, and continuous-improvement processes.
- Own external support vendor relationships end to end, including vendor selection, onboarding, workforce planning, performance management, and invoicing.
- Create and maintain vendor training, support playbooks, standard operating procedures, quality frameworks, and release-readiness plans.
- Forecast customer demand and support capacity to recommend expansion into new geographies or service models.
- Define service objectives, KPIs, and dashboards to measure quality, speed, and cost-effectiveness.
- Hold vendors accountable for performance and lead corrective-action and continuous-improvement plans.
- Lead the operational response to major B2B incidents, coordinating vendor execution, engineering engagement, and customer communications.
- Partner with cross-functional teams like Product, Engineering, Customer Success, and Sales to align customer commitments with operational capacity.
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