Manager, Technical Support

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversee, mentor, and cultivate a team of Technical Support Engineers.

• Supervise daily support operations, focusing on queue health and case quality.

• Act as a leadership escalation point for urgent customer issues.

• Foster collaborations with Engineering and Product teams for enhancements.

• Develop and enhance support processes, workflows, and escalation protocols.

• Leverage metrics to recognize trends and drive operational enhancements.

• Ensure the team is equipped to troubleshoot issues related to integrations and APIs.

• Collaborate on recruitment and organizational structuring as the team expands.

⛳️ Requirements

• A minimum of 5 years of experience in technical support or a customer-facing technical role within a SaaS or B2B context.

• At least 2 years of management experience leading technical support or customer-focused technical teams.

• Extensive experience in managing escalations while balancing customer urgency with operational integrity.

• Practical knowledge of APIs, SaaS integrations, and cloud platforms such as AWS, Azure, and GCP.

• Demonstrated ability to enhance support operations through process design and tools.

• Excellent written and verbal communication abilities.

• A customer-centric, highly organized approach to problem-solving.

🏝️ Benefits

• Shared Success: Stock equity for all employees.

• Health & Wellness: Up to 100% employer-paid premiums for medical coverage for employees and their dependents.

• Financial Well-being: Pension plan with employer contributions.

• Family Support: Paid Parental Leave policy.

• Growth & Development: Annual stipends for both professional and personal development.

• Time Off & Flexibility: Flexible vacation policy along with paid holidays.