Technical Support Manager

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

📋 Description

• Guide, mentor, and enhance the skills of a team of Technical Support Engineers and/or Specialists by providing clear performance goals, consistent feedback, and support for career advancement.

• Oversee daily support operations, focusing on queue health, case quality, escalation management, staffing coverage, and adherence to SLAs.

• Act as a leadership escalation point for urgent customer issues, assisting the team in achieving prompt resolutions and effective communication.

• Develop strong collaborations with Engineering, Product, Customer Success, and other internal partners to enhance issue resolution, bug escalation, and improve customer outcomes.

• Create and improve support processes, workflows, runbooks, and escalation routes to boost consistency, efficiency, and customer experience.

• Leverage support metrics and qualitative insights to spot trends, eliminate barriers, and promote operational enhancements across the support organization.

• Ensure the team has the necessary tools to troubleshoot issues related to integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.

• Collaborate with leadership on hiring, onboarding, workforce planning, and organizational structure as the team grows.

• Analyze customer escalations, incident trends, and support feedback to identify product gaps, tooling requirements, and training opportunities.

• Cultivate a culture of accountability, empathy, technical excellence, and ongoing improvement.

⛳️ Requirements

• A minimum of 5 years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical role within a SaaS or B2B technology environment.

• At least 2 years of experience in managing people, leading technical support or customer-facing technical teams.

• Significant experience in managing escalations, balancing customer urgency with operational discipline, and facilitating cross-functional resolutions.

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

• Proven track record of enhancing support operations through process design, metrics, documentation, training, and tooling.

• Excellent written and verbal communication skills, capable of effectively engaging with customers, executives, and cross-functional teams.

• Demonstrated success in coaching team members, improving technical quality, and fostering a healthy, high-performing team culture.

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

• Comfort in navigating a fast-paced environment with shifting priorities and the chance to contribute to building processes.

🏝️ Benefits

• Up to 100% employer-covered premiums for medical, dental, and vision insurance for employees and their dependents.

• Comprehensive wellness benefits and healthcare concierge services.

• 401(k) retirement plan.

• Company-funded life and disability insurance.

• Tax-advantaged spending accounts.

• Paid Parental Leave policy after six months of employment.

• Access to Kindbody fertility and family-building benefits.

• Generous annual stipends for both professional and personal development.

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