Manager, Technical Support

What you’ll do

• Lead, coach, and develop a team of Technical Support Engineers and/or Specialists, providing clear performance expectations, regular feedback, and career development support.
• Manage day-to-day support operations, including queue health, case quality, escalation handling, staffing coverage, and SLA adherence.
• Serve as a point of leadership escalation for high-priority customer issues, helping the team drive timely resolution and clear communication.
• Build strong partnerships with Engineering, Product, Customer Success, and other internal stakeholders to improve issue resolution, bug escalation, and customer outcomes.
• Establish and refine support processes, workflows, runbooks, and escalation paths that improve consistency, efficiency, and customer experience.
• Use support metrics and qualitative insights to identify trends, remove friction, and drive operational improvements across the support organization.
• Ensure the team is equipped to troubleshoot issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
• Partner with leadership on hiring, onboarding, workforce planning, and organizational design as the team scales.
• Review customer escalations, incident patterns, and support feedback to surface product gaps, tooling needs, and enablement opportunities.
• Foster a culture of accountability, empathy, technical excellence, and continuous improvement.

What you’ll bring

• 5+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function in a SaaS or B2B technology environment.
• 2+ years of people management experience leading technical support or customer-facing technical teams.
• Strong experience managing escalations, balancing customer urgency with operational rigor, and driving cross-functional resolution.
• Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments such as AWS, Azure, and GCP.
• Proven ability to improve support operations through process design, metrics, documentation, training, and tooling.
• Strong written and verbal communication skills, with the ability to communicate effectively with customers, executives, and cross-functional partners.
• Demonstrated success coaching team members, raising technical quality, and building a healthy, high-performing team culture.
• A customer-obsessed, highly organized, and data-informed approach to problem solving and decision making.
• Comfort operating in a fast-paced environment with evolving priorities and the opportunity to build.

Nice to Have

• Experience supporting security, compliance, or GRC products.
• Familiarity with frameworks such as SOC 2, ISO 27001, HIPAA, GDPR, or similar regulatory environments.
• Experience with support platforms and internal tools such as Zendesk, Intercom, Jira, Slack, and knowledge base systems.
• Background building or scaling global support coverage models, technical escalation programs, or support enablement initiatives.