Customer Support Manager

RADAR•New York, NY

6d•$100,000 - $145,000

About The Position

The Customer Support Manager will oversee the day-to-day execution of RADAR’s frontline support operations, leading a team responsible for triage, troubleshooting, escalation, and customer communication across a complex hardware–software ecosystem. You’ll partner closely with the Engineering and triage team, NOC, Solutions, and Customer Operations & Experience to refine processes, enhance documentation, strengthen tooling, and ensure our support function is fast, reliable, and customer-centric. This role blends operational leadership with hands-on technical oversight, keeping a close pulse on support quality, accelerating resolution times, managing ticket workflows, and delivering clear, actionable reporting to our customers and internal teams. This role is ideal for someone with strong experience supporting B2B SaaS and IoT products, who understands the nuances of hardware + cloud systems and has foundational knowledge of retail technology environments.

Requirements

6+ years of experience in B2B SaaS, IoT and hardware systems customer support, including at least 3 years in a manager or team lead role.
Strong understanding of cloud platforms, APIs, hardware/software interactions, and basic networking.
Excellent analytical troubleshooting skills; comfortable reviewing logs, dashboards, system behavior, and API responses.
Experience driving frontline support operations: triage management, quality reviews, scheduling, and SLA adherence.
Skilled in documentation, process structure, and building/improving support workflows.
Comfortable collaborating with cross-functional partners in engineering, operations, and customer environments.
Proficiency with tools like Zendesk, Jira/JSM, and other Atlassian products;
Exceptional customer service skills with a problem-solving attitude
Strong organizational and time management skills with the ability to prioritize and manage multiple tasks
Exceptional communication skills - able to explain complex technical concepts in clear, simple terms to non-technical users

Nice To Haves

Experience supporting RFID, IoT hardware, edge devices, or similar hardware ecosystems.
Familiarity with retail technology support - store systems, network environments, device troubleshooting, or similar.
Experience supporting large multi-site retail chains or enterprise deployments.
Understanding of retail networking (meraki/cisco), PoE, VLANs, and common in-store constraints
Background in incident management, on-call rotations management, and support.
Ability to create or maintain dashboards for reporting (SQL or low-code).
Experience working with Grafana, Looker, or other monitoring platforms.
Ability to perform lightweight debugging using SQL, basic scripting, or API tools (Postman, cURL)
Ability to use search functions in BigQuery; familiarity with SQL and Looker (or similar BI tools)
Experience with ITSM tools and knowledge of ITIL best practices preferred

Responsibilities

Lead, coach, and develop RADAR’s frontline support team; oversee daily ticket flow, prioritization, and response quality.
Ensure timely, accurate troubleshooting across sensors, controllers, the RADAR cloud platform, APIs, and store-level integrations.
Maintain high support quality by reviewing cases, providing feedback, and ensuring consistent communication standards.
Produce customer-facing reporting on ticket trends, root causes, resolution times, and ongoing improvements.
Collaborate with broad stakeholder teams on issue resolution and long-term fixes.
Own improvements in support documentation, playbooks, troubleshooting guides, and external knowledge bases.
Support tooling ownership, helping optimize workflows in Zendesk, Jira, Confluence, internal Support tooling, and reporting dashboards.
Identify recurring issues, quantify impact, and help drive improvements across product, deployment, engineering and support processes.
Ensure SLAs, on-call coverage, and escalation protocols are followed consistently.
Contribute to global support readiness as RADAR expands into new regions, including documentation and process scaling.