Manager, Technical Support

Leads and develops a technical support team serving customers across APIs, integrations, identity systems, cloud environments, and compliance workflows. The role requires substantial technical support experience, people management, escalation leadership, and operational process improvement.

About the job

Responsibilities

Lead, coach, and develop Technical Support Engineers and Specialists through performance management, feedback, and career development.
Manage support operations, including queue health, case quality, escalations, staffing coverage, and SLA adherence.
Serve as a leadership escalation point for high-priority customer issues.
Partner with Engineering, Product, Customer Success, and other stakeholders to improve issue resolution, bug escalation, and customer outcomes.
Establish and refine support processes, workflows, runbooks, and escalation paths.
Use support metrics and qualitative insights to identify trends and drive operational improvements.
Ensure the team can troubleshoot integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
Partner on hiring, onboarding, workforce planning, and organizational design.
Review escalations, incident patterns, and feedback to identify product gaps, tooling needs, and enablement opportunities.
Foster accountability, empathy, technical excellence, and continuous improvement.

Requirements

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.
Experience managing escalations and driving cross-functional resolution.
Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and cloud environments including AWS, Azure, and Google Cloud.
Ability to improve support operations through process design, metrics, documentation, training, and tooling.
Strong written and verbal communication skills.
Demonstrated success coaching team members and building high-performing team cultures.
Customer-focused, organized, and data-informed approach to problem solving.
Comfort working in a fast-paced, evolving environment.

Nice to Have

Experience supporting security, compliance, or GRC products.
Familiarity with SOC 2, ISO 27001, HIPAA, GDPR, or similar frameworks.
Experience with Zendesk, Intercom, Jira, Slack, and knowledge base systems.
Experience building global support coverage models, technical escalation programs, or support enablement initiatives.

Compensation and Benefits

Competitive base salary, variable compensation, benefits, and stock, typically RSUs.
Expected compensation: MX$850,000–MX$1,150,000.
Stock equity.
Up to 100% employer-paid medical premiums for employees and dependents.
Paid parental leave after six months of employment.
Annual professional and personal development stipends.
Flexible vacation policy and paid holidays.