Technical Support Operations Manager
Leads technical support operations by managing support engineers, architecting integrations and automation, and owning high-severity escalations and operational reliability. Requires 5+ years managing technical support teams, strong systems expertise, and hands-on experience shipping automation and AI workflows.
About the job
Responsibilities
- Lead a team of 2–4 Technical Support Engineers and manage support-operations infrastructure.
- Architect and maintain REST API integrations, webhooks, and event-driven workflows across Zendesk, Linear, Monday.com, and BetterStack.
- Lead database troubleshooting and telemetry analysis with Core Engineering.
- Design automated incident-response pipelines, escalation paths, SLA telemetry, and tracking for MTTR, availability, and error budgets.
- Build LLM-driven automation with n8n, Glean, and the Claude API for payload validation, log parsing, and context enrichment.
- Own L3 escalations involving integration failures, malformed API payloads, and network issues.
- Create diagnostic runbooks, API failure trees, system topology documentation, analytics dashboards, and root-cause analyses.
- Define engineering benchmarks, technical-growth plans, 1:1s, and architectural walkthroughs.
- Partner with Platform Engineering, Product Management, Solutions Architecture, and Support Operations on bugs, features, and resilience requirements.
- Lead technical enablement for platform endpoints and infrastructure changes and advocate for stability and API backward compatibility.
Requirements
- 5–7 years of experience managing highly technical support teams in a SaaS or healthtech environment.
- Deep Zendesk expertise and familiarity with Linear, Monday.com, HubSpot, BetterStack, and CRM/integration platforms.
- Hands-on experience with n8n, Zapier, or similar automation tools.
- Experience designing and managing cross-functional systems and workflows.
- Experience implementing and shipping AI tools that improve operational efficiency.
- Demonstrated people-management experience combined with systems and operations ownership.
- Ability to work from high-level architecture through detailed platform configuration.
- Strong stakeholder-management skills with technical and non-technical audiences.
Nice to Have
- Startup experience.
- Radiology or healthcare technology experience.
- Experience supporting go-live operations and enterprise customer onboarding.
Benefits
- Medical, dental, vision, and life insurance.
- HSA with employer match, FSA, and DCFSA.
- 401(k).
- Paid company holidays.
- Flexible PTO.
- Annual company-wide and periodic team offsites.
- Annual equipment stipend.
Skills
Zendesk, Linear, Monday.Com, HubSpot, Betterstack, n8n, Zapier, REST APIs, Webhooks, Llm Automation, Claude API, Database Troubleshooting, Telemetry Analysis, Incident Response
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