Technical Support Manager

A company is looking for a Manager, Technical Support.

Key Responsibilities

Lead and mentor a team of Support Engineers to enhance accountability and technical excellence

Manage daily support operations, ensuring compliance with service level agreements and effective case prioritization

Collaborate with Engineering and Product teams to resolve complex product defects and improve processes

Required Qualifications

5-8 years of experience in SaaS or enterprise software support, with at least 2 years in a leadership position

Technical knowledge in web technologies, including APIs, SQL, and cloud platforms

Proven track record of driving metrics-based performance and process improvements

Experience working with Engineering, Product, and Customer Success teams

Strong analytical skills and familiarity with reporting tools (e.g., Salesforce, Tableau, Power BI)