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Senior Technical Support ManagerVirtualVocations • Ontario, California, United States
Senior Technical Support Manager

Senior Technical Support Manager

VirtualVocations • Ontario, California, United States
4 days ago
Job type
  • Full-time
Job description
Managing the health of the support function remotely, the full-time Senior Technical Support Manager will oversee a global support team, handle escalations for enterprise accounts, and lead AI-driven support initiatives while focusing on metrics for resolution quality and process improvement. Key responsibilities: Own end-to-end health of the support function, including resolution quality and escalation management Provide after-hours on-call coverage for emergencies and critical escalations Manage and coach a team of global support engineers handling L2 escalations and partner with engineering on triage Required qualifications: 5+ years in customer/technical support with at least 3 years managing a B2B SaaS support team Proven experience owning an AI-driven support ecosystem end-to-end with measurable results Strong track record in team member performance management and coaching Practical troubleshooting expertise across core IT infrastructure and experience managing enterprise-account escalations Experience building or scaling a support team, including hiring and onboarding design
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Senior Technical Support Manager • Ontario, California, United States

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