Senior Technical Support Manager

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

📋 Description

• Lead the AMER support team, conducting daily team calls to align on requests, blockers, priorities, and customer escalations. Transform ambiguous customer issues into clear and actionable team goals while managing stakeholder expectations.

• Recruit and onboard new engineers for OCP. Contribute to the improvement of the existing structured onboarding plan to enable new hires to become productive on real tickets quickly.

• Foster employee development by conducting 1:1s, performance reviews, and growth discussions based on our current framework. Mentor individual contributors towards senior and specialist tracks, addressing performance issues directly and fairly.

• Manage queue health and SLAs, overseeing SLAs from Severity 1 to Severity 4 for the Costa Rica queue. Monitor backlog, aging tickets, and Platinum-Customer health, driving the team toward measurable enhancements in response time, resolution time, and CSAT.

• Oversee cross-region handoffs, facilitating follow-the-sun transitions with EMEA and APAC support teams. Establish a standard for end-of-shift handover quality to ensure no ticket loses momentum across regions.

• Take charge of customer communication during incidents. While incidents are led by the Platform team’s Incident Managers, you are accountable for ensuring the support team keeps customers informed and updated throughout the incident lifecycle.

• Support vital customer relationships by acting as a senior contact within Technical Support for key accounts during incidents or ticket escalations, recurring reviews, and QBRs. Build trust through clear, honest communication and consistent follow-through.

• Manage the knowledge and continuous-improvement loop by driving the Omilia Service Desk knowledge base flow. Ensure recurring issues are transformed into KB articles, reduce repeat tickets, and contribute real ticket signals to the agentic service desk roadmap.

• Ensure compliance and security by making sure the team handles customer data according to PCI-DSS, SOC 2, ISO 27001, HIPAA, and GDPR standards. Reinforce least-privilege access, meticulous logging practices, and discipline in incident reporting.

• Stay engaged and be the team's technical anchor by maintaining a deep understanding of OCP components and their interactions. Serve as the go-to expert and mentor: answer the team's most challenging technical questions and enhance their debugging skills through collaborative pairing sessions with the Technical Lead.

• Promote deep troubleshooting and an exploratory mindset by being an integral part of application issue replication. Build the app, identify triggers, isolate root causes—don’t simply accept a user’s account. Collaborate with engineers on complex tickets, dive into logs, and review proposed fixes for technical soundness and completeness. When documentation is inadequate, adopt an exploratory "what if" approach: examine how the platform behaves under stress or unusual configurations to anticipate future edge cases.

• Drive tooling and process enhancements by improving JSM workflows, automation, and integrations between the service desk and OCP observability. Contribute to the Agentic Service Desk rollout.

⛳️ Requirements

• A minimum of 5 years in technical support, including at least 2 years managing a team of engineers.

• Proven experience managing an enterprise support queue against SLAs in a high-severity, customer-facing setting.

• Hands-on technical proficiency in at least one of the following: conversational AI, IVR, NLP/ASR, contact-center platforms, cloud infrastructure, or voice biometrics. Comfortable reading logs, reproducing issues, and reasoning about distributed systems.

• Strong people-management skills: setting achievable goals, mentoring, providing direct feedback, building trust, and navigating ambiguity.

• Excellent written and spoken English; capable of clear communication with global customers and engineering teams.

• Located in the AMER region, fully remote. Willing to either (a) commit to a daily four-hour overlap with our Athens team during the active shadowing phase of onboarding, or (b) accept the optional two-month relocation to Athens—whichever option suits you best (see What We Offer for details).

• Nice to Have

• Familiarity with Atlassian Jira Service Management and experience in building automation in JSM.

• Experience in a regulated environment (banking, healthcare, payments) and an understanding of compliance controls.

• Knowledge of Omilia Cloud Platform or similar conversational AI platforms.

• Exposure to follow-the-sun support models and managing across time zones.

• Proficiency in Spanish, in addition to English.

🏝️ Benefits

• Fixed compensation;

• Long-term employment with paid vacation days;

• Opportunities for professional development (courses, training, etc.);

• Being part of innovative technology products that are making a global impact in the service industry;

• Enjoyable and proficient colleagues;

• Apple gear.