Technical Support Manager

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

📋 Description

• Mentor and guide a highly skilled team of support engineers.

• Support individual career advancement while nurturing a high-performing team culture.

• Oversee daily operations and adjust team structures to meet changing customer and business requirements.

• Collaborate with global Support Management to meet service level goals and enhance customer satisfaction and supportability initiatives.

• Act as a primary contact for customer escalations, ensuring critical issues are addressed, investigated, and resolved swiftly.

• Lead cross-functional programs and projects effectively.

• Refine operational strategies to streamline processes and achieve significant business results.

• Engage in an on-call rotation to uphold service delivery standards.

• Collaborate with Engineering, Product, and Go-To-Market teams across the customer experience spectrum.

⛳️ Requirements

• Demonstrated experience in leading teams, nurturing talent, and implementing operational strategies for agile technical support teams.

• Commitment to fostering a supportive and positive culture that balances performance metrics with employee satisfaction and collaborative growth.

• Expertise in collecting, analyzing, and utilizing data to uncover systemic issues, enhance workflows, and promote continuous process improvements.

• Excellent interpersonal and coaching abilities.

• Capacity to navigate technical complexities and business needs while guiding teams through strategic projects.

• Practical knowledge of enterprise operational platforms and customer support ecosystems such as Salesforce, ServiceCloud, Google Workspace, or Tableau.

• Previous experience managing support delivery in a high-tech, rapidly growing SaaS environment (preferred).

• Experience working with international or multifunctional stakeholders (preferred).

• Awareness of software industry trends, modern observability solutions, or APM systems (preferred).

• Visa sponsorship is not available.

• Must confirm identity and eligibility to work.

• Criminal background check is mandatory.

🏝️ Benefits

• Flexible work model accommodating fully office-based, fully remote, or hybrid options.

• Opportunities for professional development and career advancement.

• An inclusive and diverse workplace culture.

• Reasonable accommodations provided during the application or recruitment process.