Senior Manager, Technical Support

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

📋 Description

• Take full ownership of the support function’s health: ensuring quality of resolutions, managing escalation and handoff rates, and enhancing self-service deflection across both products.

• Provide on-call support during after-hours for emergencies and critical escalations as part of a 24x7 support team.

• Responsible for meeting support SLAs, managing backlogs, and conducting trend analysis.

• Lead and mentor a team of global support engineers addressing L2 escalations related to authentication, platform configuration, integrations, Global Risk Exchange respondent support, and more.

• Directly manage escalation relationships for our largest enterprise clients in regulated sectors.

• Collaborate with engineering leadership on escalation handling and triage processes.

• Redesign handoff and routing procedures to improve team efficiency while ensuring outstanding service delivery to customers.

• Oversee ProcessUnity's AI-driven support ecosystem, including end-to-end triage, virtual agents, and automated deflection - this encompasses developing response narratives and automated workflows for customer interactions.

• Utilize AI to analyze customer interactions, identify patterns and gaps, and implement ongoing feedback-review cycles to maintain an effective and accurate customer experience.

• Manage the knowledge base and self-service deflection strategy, prioritizing content creation based on identified support trends.

• Provide reports on the health and trends of the support function to leadership.

• Develop tools to enhance and expedite customer experience.

⛳️ Requirements

• Minimum of 5 years in customer/technical support, with at least 3 years in a direct management role for a B2B SaaS support team.

• Proven strategic application of AI tools to enhance processes, documentation, and support services.

• Hands-on experience managing an AI-driven support ecosystem from start to finish (e.g., Salesforce Agentforce, Fin by Intercom, Forethought, or similar platforms), including automated workflows, response narratives, and AI-based analysis of customer interactions, with quantifiable outcomes.

• Experience in performance management of team members: establishing objectives, conducting evaluations, managing improvement plans, and making data-informed recommendations for promotions and compensation.

• Demonstrated coaching skills - a history of enhancing individual contributors' technical and communication abilities through regular one-on-one meetings, case reviews, and constructive feedback.

• Strong cross-functional collaboration skills and experience representing the support perspective in wider organizational discussions (product, engineering, sales, customer success, etc.).

• Capable of effectively advocating for customer/support priorities in roadmap or process decision-making.

• Experience in building or scaling a support team (including hiring, onboarding design, and career development pathways).

• Proven ability to manage support operations through quantitative metrics (resolution time, escalation rate, handoff rate) rather than relying solely on survey-based CSAT metrics.

• Practical troubleshooting proficiency across essential IT infrastructure: email delivery/routing (SMTP, DNS records like SPF/DKIM/DMARC), basic networking principles (DNS, ports, VPNs), proxy and firewall operations, REST API debugging (authentication, payloads, status codes), etc.

• Experience in managing escalations for enterprise accounts.

• Experience collaborating with engineering on defect triage and escalation processes.

• Excellent written and verbal communication skills.

• Ability to adapt communication styles for diverse audiences and purposes, including team coaching and executive-level reporting.

• Experience in managing or creating a support knowledge base or self-service deflection initiatives (preferred).

• Background in Governance, Risk Management, and Compliance (GRC), Third Party Risk Management (TPRM), vendor risk, or related compliance software (preferred).

• Familiarity with Salesforce platform administration and reporting (preferred).

• Experience developing customer applications leveraging an AI ecosystem to meet daily team needs (preferred).

• Background in vibe coding and a history of creating tools and applications using AI (preferred).

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Opportunities for professional development and growth.

• Flexible work arrangements to support work-life balance.

• Access to cutting-edge technology and tools.

• Collaborative and inclusive work culture.