Manager, Technical Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Technical Support based in the United States.

This leadership role is responsible for guiding a high-performing technical support organization that delivers premium service to enterprise customers. You will oversee Tier 1 and Tier 2 support teams handling complex technical issues across a fast-paced, customer-centric environment. The role blends people leadership, operational excellence, and data-driven decision-making to continuously improve support quality and efficiency. You will coach and develop analysts into strong customer advocates while fostering a culture of accountability, autonomy, and continuous learning. A key part of the role involves managing escalations, critical incidents, and ensuring seamless communication with internal and external stakeholders. You will also lead cross-functional initiatives focused on process improvement, automation, and support modernization. This is a highly impactful position where your leadership directly shapes customer experience and operational performance at scale.

• Lead, coach, and develop Tier 1 and Tier 2 Technical Support Analysts, focusing on building strong customer advocacy and technical proficiency.
• Foster a high-accountability, autonomous team culture that encourages ownership, problem-solving, and continuous improvement.
• Conduct regular 1:1s, performance reviews, and ongoing coaching to support career growth and skill development.
• Manage recruitment, onboarding, and training for new support team members while ensuring smooth integration into the team.
• Oversee escalation handling, critical incident response, and high-priority case management to ensure timely resolution and customer satisfaction.
• Monitor SLAs, queue health, and resource allocation to maintain service quality across high-volume support operations.
• Drive Knowledge-Centered Service (KCS) adoption, ensuring knowledge creation, sharing, and maintenance are embedded in daily workflows.
• Lead operational improvement initiatives, including workflow optimization, process modernization, and support efficiency enhancements.
• Utilize data, KPIs, and customer feedback trends to identify root causes, performance gaps, and improvement opportunities.
• Champion the use of AI tools and automation to streamline support processes and enhance both analyst and customer experience.
• Partner cross-functionally with Product, Client Success, Implementation, and Technical Account teams to improve customer outcomes.
• Act as a bridge between frontline support operations and leadership stakeholders to influence product and service improvements.

Requirements:

• Proven experience managing, mentoring, and developing technical support or customer support teams in enterprise environments.
• Strong track record of leading high-touch, premium customer support operations for complex technical products.
• Experience managing operational projects, cross-functional initiatives, and support transformation workstreams.
• Familiarity with Knowledge-Centered Service (KCS) frameworks and support best practices.
• Strong analytical skills with the ability to use KPIs, ticketing data, and dashboards to diagnose performance and operational issues.
• Experience working with enterprise clients and managing escalations and critical incidents in high-pressure environments.
• Technical aptitude with familiarity in web technologies (HTML, CSS, JavaScript, SQL, XML) and digital platforms preferred.
• Exposure to e-commerce or Web 2.0 environments is a plus.
• Strong communication skills, both written and verbal, with the ability to engage across all organizational levels.
• Ability to thrive in fast-paced, ambiguous environments while driving structure, accountability, and results.
• Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience.
• Passion for automation, AI tools, and modern support technologies to improve operational efficiency.

Benefits:

• Annual salary range of $72,580 – $108,870, depending on experience, location, and qualifications.
• Remote work flexibility within the United States or option to work from the Austin, TX office.
• Opportunity to lead and scale a high-impact enterprise technical support organization.
• Career development in leadership, operations, and customer experience strategy.
• Exposure to global enterprise clients, cross-functional teams, and large-scale support operations.
• Collaborative, innovation-driven culture focused on continuous improvement and customer success.
• Competitive benefits package including healthcare coverage and standard employee benefits (details provided during hiring).