Technical Success Manager
Provides Tier 2 technical support and consultative guidance to APAC SaaS clients, troubleshooting complex platform issues, managing escalations, and coordinating with internal teams. Requires 5+ years of technical or product support experience, client-facing enterprise support experience, and web technology knowledge.
About the job
Responsibilities
- Provide Tier 2 technical and product support for business clients, troubleshooting medium- to high-complexity cases across platform features and products.
- Read, compare, and explain technical concepts and documentation to technical and non-technical audiences.
- Provide consultative guidance on resolving platform issues on client websites.
- Participate in or lead client meetings and demonstrate detailed product knowledge.
- Collaborate with Client Success, Technical Account Management, Client Delivery, Network, and other internal teams to resolve client concerns.
- Manage cases according to documented processes while meeting service-level objectives and KPIs, including TTCR, CSAT, and utilization.
- Manage client expectations, meet time commitments, and de-escalate frustrated clients through clear communication and screen-sharing calls.
- Identify process improvements and help optimize team workflows.
- Assist with new-hire training and orientation when needed.
- Serve as a subject matter expert by maintaining documentation, delivering training, and acting as an escalation point.
- Provide backup coverage for other team members.
Requirements
- 5+ years of experience handling Tier 2 technical or product support.
- 1–2 years of relevant experience providing technical support to SaaS clients.
- Fluent English at an advanced business level.
- Exceptional technical and strategic problem-solving skills.
- Understanding of HTML, CSS, JavaScript, APIs, and XML, including the ability to read and understand code.
- Ability to prioritize multiple tasks in a dynamic environment.
- Experience in client-facing application or software support for enterprise clients and global brands.
Preferred Qualifications
- Experience with Salesforce, Confluence, and Jira.
- Experience coding or scripting websites or web components.
- Understanding of software development concepts.
- Working knowledge of SEO and APIs.
- Additional language skills.
Compensation and Benefits
- Competitive salary and benefits, including insurance, annual leave, bonuses, referral rewards, and other benefits.
- Hybrid work model with three days in the office at Prestige Technology Pacific, Bellandur.
Skills
HTML, CSS, JavaScript, APIs, Xml, SaaS, Salesforce, Confluence, Jira, SEO, Web Components, Screen Sharing
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