Senior Manager, Technical Support
Leads a team of Technical Support Engineers handling complex enterprise customer issues, escalations, and production-impacting incidents. Requires 10+ years in enterprise software, leadership experience, and strong knowledge of APIs, networking, cloud infrastructure, Kubernetes, containers, and distributed systems.
About the job
Responsibilities
- Manage a team of 6–10 Technical Support Engineers serving customer requests and ongoing needs.
- Provide daily direction through coaching, one-on-ones, and quality feedback.
- Evaluate processes and procedures continuously, recommending improvements and additional technology to streamline operations.
- Collaborate cross-functionally with Customer Experience, Product, and Engineering teams to improve the customer experience.
- Manage customer escalations and performance management for the Technical Support Engineering team.
- Participate in or lead special and ongoing projects for the team.
Requirements
- 10+ years of experience in an enterprise software company, including at least 3 years in a leadership position.
- Customer-first orientation and strong collaboration, flexibility, and adaptability.
- Strong leadership skills, including the ability to guide teams through high-growth periods.
- Ability to multitask and prioritize in a fast-paced, real-time environment.
- Strong understanding of APIs, networking, cloud infrastructure, Kubernetes, containers, and distributed systems.
- Experience handling high-severity customer escalations and production-impacting issues.
- Proficiency with Salesforce Service Cloud, JIRA, and Confluence.
- Strong analytical skills and ability to identify trends and present concise, actionable information.
- Strong verbal and written communication skills, including providing feedback to agents.
- Bachelor’s degree or relevant experience highly preferred.
Skills
APIs, Networking, Cloud Infrastructure, Kubernetes, Containers, Distributed Systems, Salesforce Service Cloud, Jira, Confluence, Customer Escalations
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