Technical Support Manager

About the role

Technical Support Manager leading a blended Tier 1/Tier 2 organization of up to 15 employees, accountable for operational performance, employee development, quality, knowledge management, and continuous improvement to scale case resolution.

Requirements

• 5+ years experience in technical support, SaaS support, or customer operations
• 2+ years managing and developing support teams
• Experience managing queue-based support operations, SLAs, quality metrics, escalations
• Strong understanding of SaaS environments, ticketing systems, CRM tools, support analytics
• Hands-on troubleshooting with Windows and Mac
• Strong cross-functional communication skills
• Ability to work in-office regularly (5x/week onsite)

What you'll do

• Lead, coach, and develop Tier 1/Tier 2 team of up to 15
• Own daily support operations: queue management, SLA performance, staffing, escalations
• Establish support processes, quality standards, knowledge management, troubleshooting workflows
• Partner with Engineering, Product, Customer Success, Operations
• Monitor support metrics: response times, resolution rates, CSAT, QA scores
• Improve support tools/systems: ticketing, automation, reporting, self-service

Where this was posted

• LinkedIn

  last seen 2mo ago
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