Technical Support Manager

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

📋 Description

• Oversee a team of Cloud Administrators and Cloud Engineers delivering 24x7 public cloud support services.

• Ensure compliance with SLOs, SLAs, quality standards, and operational procedures.

• Monitor ticket queues, workload distribution, support coverage, backlog health, and customer impact.

• Facilitate the response and resolution of customer escalations, major incidents, and business-critical events.

• Collaborate with Incident Management teams, platform vendors, and cross-functional groups during high-severity incidents.

• Recruit, onboard, develop, and retain skilled technical personnel.

• Conduct one-on-one meetings, coaching sessions, performance reviews, and goal discussions.

• Guide team members in technical, operational, and customer-facing skills.

• Support employee career advancement and succession planning.

• Ensure outstanding customer experiences and support strategic accounts effectively.

• Analyze customer trends, service metrics, and feedback to pinpoint areas for improvement.

• Promote automation, operational excellence, and initiatives for process enhancement.

• Create runbooks, knowledge articles, and operational documentation.

• Engage in leadership reviews regarding KPIs, CSAT, SLA compliance, ticket resolution layers, capacity planning, onboarding performance, churn risk, and strategic objectives.

• Provide weekly updates on Progress, Plans, and Problems (PPP).

• Contribute to strategic planning, workforce planning, organizational initiatives, and collaboration across functions.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.

• 5+ years of experience in cloud infrastructure, systems administration, managed services, or technical support environments.

• 2+ years of experience in people leadership managing technical teams.

• Working knowledge of AWS, Microsoft Azure, and/or Google Cloud Platform.

• Experience in managing customer escalations and overseeing service delivery operations.

• Strong analytical, communication, coaching, and stakeholder management abilities.

• Proficient in English communication.

• Proficiency in Spanish is required.

• Preferred: Public cloud certifications (AWS, Azure, GCP).

• Preferred: Experience in managed services, SRE, DevOps, or contemporary operational support models.

• Preferred: Experience in leading distributed and geographically diverse teams.

• Preferred: Proven success in driving automation and operational improvement initiatives.

🏝️ Benefits

• Equal employment opportunity.

• Disability and special-needs accommodation.