Senior Technical Support Manager

A company is looking for a Senior Manager, Technical Support.

Key Responsibilities

Lead and mentor a global team of Senior Technical Support Specialists, optimizing team performance and development

Oversee case management and operational efficiency, ensuring high-quality customer support and timely resolution of escalations

Manage the bug reporting process and collaborate with cross-functional teams to enhance product and support processes

Required Qualifications

8+ years of experience in SaaS technical support, with at least 3 years in a management role

Expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments

Strong leadership skills with experience in team management and performance optimization

Proficiency with tools such as Salesforce, Sentry, and DataDog

Experience in driving process improvements related to bug reporting and resolution workflows