Senior Manager, Technical Support

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

📋 Description

• Lead and nurture Technical Support managers, senior technical contributors, and the wider support team through clear expectations, coaching, and succession planning.

• Own the strategy and execution of technical support operations, encompassing escalations, case quality, staffing models, SLA performance, and customer outcomes.

• Serve as a senior escalation point for critical customer issues, ensuring effective cross-functional coordination, executive visibility, and prompt resolution.

• Collaborate closely with Engineering, Product, Customer Success, and Support Operations to enhance supportability, minimize friction, and improve customer outcomes.

• Develop and refine scalable support processes, organizational structures, workflows, and escalation frameworks that facilitate long-term growth.

• Utilize operational metrics, team insights, and customer feedback to recognize trends and drive strategic enhancements throughout the support organization.

• Ensure the organization is prepared to troubleshoot and support issues related to integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.

• Partner with leadership on headcount planning, hiring strategies, onboarding, performance management, and long-term organizational design.

• Analyze escalation patterns, incident trends, and support feedback to uncover systemic gaps, influence product improvements, and prioritize enablement opportunities.

• Foster a culture of accountability, technical excellence, customer empathy, and continuous improvement within the technical support organization.

⛳️ Requirements

• 8+ years of experience in technical support, support engineering, solutions engineering, or a comparable customer-facing technical role in a SaaS or B2B technology context.

• 4+ years of experience in people management, including leading managers and/or senior technical teams.

• Strong experience in managing complex escalations, balancing customer urgency with operational rigor, and facilitating cross-functional resolutions at scale.

• Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments such as AWS, Azure, and GCP.

• Proven capability to scale support operations through process design, metrics, documentation, training, tooling, and organizational planning.

• Excellent written and verbal communication skills, with the ability to effectively engage with customers, executives, and cross-functional partners.

• Demonstrated success in developing leaders, enhancing technical quality, and building healthy, high-performing teams.

• A customer-focused, highly organized, and data-informed approach to problem-solving and decision-making.

• Comfort in a fast-paced environment with shifting priorities and significant opportunities for development.

🏝️ Benefits

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

• Pension plan with an employer contribution of 4% of basic earnings.

• Paid Parental Leave policy.

• Access to Kindbody fertility and family-building benefits.

• Generous annual stipends for professional and personal development.

• Flexible vacation policy, paid holidays, and additional perks.