Technical Support Manager - B2B SaaSHR Force International • Reston, VA, US

Technical Support Manager - B2B SaaS

HR Force International • Reston, VA, US

30+ days ago

Job type

Full-time

Job description

Job Description

About Us

We are hiring on behalf of one of our clients, a leading RegTech SaaS company serving enterprise customers across banking, fintech, and compliance sectors worldwide. Their solutions power mission-critical operations for highly regulated industries, and providing reliable, world-class support is a top priority.

Role Overview

The Technical Support Manager will lead the customer support function, ensuring clients receive timely, effective, and high-quality assistance for technical and product-related issues. This role involves managing a team of support engineers, implementing scalable support processes, driving customer satisfaction, and working closely with product and engineering teams to resolve issues and improve product experience.

Key Responsibilities

Lead and manage the technical support team , including hiring, training, and performance management.
Develop and implement support processes, SLAs, and escalation paths to ensure quick and effective issue resolution.
Monitor support tickets, prioritize workloads, and ensure adherence to response and resolution timelines .
Serve as the escalation point for complex or high-priority customer issues.
Collaborate with engineering, product, and QA teams to address recurring issues and contribute to product improvements.
Track and report on support KPIs (response time, resolution time, CSAT, NPS, ticket backlog).
Implement and optimize support tools and systems (Zendesk, Freshdesk, Jira, or similar).
Identify opportunities for self-service and knowledge base expansion (FAQs, tutorials, product documentation).
Drive continuous improvement in support efficiency, customer experience, and team capability.
Represent the voice of the customer by sharing insights and feedback with cross-functional teams.

Requirements

Bachelor’s degree in Computer Science, IT, or related field (or equivalent work experience).

Strong leadership skills.

5+ years of experience in technical support for SaaS or enterprise software, with at least 2 years in a leadership role.

Strong knowledge of SaaS platforms, APIs, cloud infrastructure, and web technologies .

Experience with ticketing and support tools (Zendesk, Jira, Freshdesk, ServiceNow, etc.).

Strong problem-solving skills with the ability to analyze technical issues and guide teams to resolution.

Excellent communication and stakeholder management skills, with experience handling enterprise customers.

Proven ability to build, coach, and lead a high-performing support team.

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Technical Support Manager • Reston, VA, US