Manager of Support and Services

Lime Technology Inc.

2d•$130,000 - $180,000•Remote

About The Position

Lime Technology is seeking a Manager of Technical Support and Services to lead our customer support function, technical escalation practices, partner support, and professional services delivery. Reporting to the VP of Quality & Support, this role is responsible for the day-to-day leadership, operations, and continuous improvement of our support function. This is a role for a deeply technical support leader: someone who has worked directly with customers, earned trust through hands-on troubleshooting and sound judgment, and has experience managing and developing a team. You will lead a small but growing support team, manage team performance and support operations, serve as a technical escalation resource for complex customer issues, and personally build AI and automation tools that improve team efficiency, consistency, and the customer experience. A major part of this role will be creating the systems that allow Support to scale. You will design and improve workflows for partner support, professional customer services, escalations, knowledge management, internal handoffs, and customer-facing support processes. You will help turn recurring support needs into clear processes, repeatable tools, and lightweight operating rhythms that make the team more effective without adding unnecessary complexity. You will work closely with Engineering, Product, Quality, Documentation, Operations, and other teams to ensure customer issues, product insights, support trends, and escalation patterns are clearly understood across the company. The VP of Quality & Support will provide strategic direction and partner with you on planning, budgeting, and team growth. Your role is to run the support function with excellence, build strong operating systems, and help create a support experience the team, customers, partners, and community can be proud of.

Requirements

5+ years of hands-on technical support experience in infrastructure, storage, networking, Linux-based systems, NAS/server platforms, or related technical environments.
2+ years of experience managing, leading, or supervising support professionals, including responsibility for team performance, delegation, follow-up, coaching, and escalation management.
Deep technical fluency with Linux-based systems, storage technologies such as ZFS or comparable platforms, NAS/server environments, networking fundamentals, Docker, VMs, and related customer infrastructure.
Proven ability to diagnose and resolve complex, multi-layered technical issues independently and under pressure.
Experience serving as a technical escalation resource, technical lead, or senior support authority within a support organization.
Hands-on experience designing, building, or deploying AI tools, automation workflows, support platform integrations, and internal tooling that improves team efficiency or customer experience.
Experience using support metrics, customer feedback, ticket trends, or quality data to improve operations, team performance, and customer outcomes.
Strong organizational skills, with the ability to create clear processes, follow up consistently, manage competing priorities, and ensure work moves forward.
Strong written and verbal communication skills, with the ability to translate technical findings into clear guidance for both technical and non-technical audiences.
Comfort operating in a small, fast-moving, fully remote company where ownership, initiative, collaboration, and sound judgment are expected.
Ability to work independently on a wide variety of given tasks with minimal direction.
Able to work typical office hours of 9am-5pm local time (UTC -5 to UTC -10).
Previous experience working remotely.
Able to join us in person for two week-long annual offsites (Spring and Fall) some in the US; others international.
Enjoy working as a part of a small team and wearing multiple hats as needed.
Strong written and verbal communication skills and can adapt your style across customer, peer, and executive audiences.
Comfortable in a terminal as you are in a management 1:1.

Nice To Haves

Direct experience with Unraid OS, TrueNAS, or similar prosumer or professional NAS platforms.
Experience in consumer, prosumer, SaaS, open-source, or developer-focused product environments, especially in storage, networking, system management, or infrastructure products.
Experience working with hardware partners, OEM/ODM relationships, bundled solutions, partner ecosystems, certification programs, or services productization.
Experience developing or supporting partner enablement, technical training, certification materials, implementation playbooks, or professional services delivery models.
Experience engaging directly with user communities through forums, social channels, beta programs, community support spaces, or public-facing technical communication.
Familiarity with data visualization, analytics, reporting, or dashboarding tools used to measure support performance, adoption, retention, customer satisfaction, or service quality.
Background working with international, distributed, or multi-region teams.

Responsibilities

Lead and Develop the Support Team: Manage, coach, and develop a growing team of support professionals (3+) by setting clear expectations, providing regular feedback, and supporting meaningful career development.
Delegate work effectively across the team, ensuring priorities, ownership, deadlines, and follow-up expectations are clear.
Establish regular operating rhythms for team check-ins, ticket review, escalation review, performance follow-up, and continuous improvement.
Foster a collaborative, inclusive, and psychologically safe team environment where support professionals can do excellent technical work, learn from one another, and continuously improve.
Build scalable training programs that strengthen technical expertise, quality practices, troubleshooting judgment, and continuous improvement habits across the team.
Develop and maintain internal troubleshooting frameworks, escalation playbooks, and support standards that raise the technical floor of the support organization.
Collaborate with the VP of Quality & Support on budgeting, headcount planning, resource planning, and growth planning for Support and Services.
In coordination with HR, recruit and onboard new team members as the organization grows, ensuring support resources are aligned with customer demand and business priorities.
Attend and support company offsites to strengthen team cohesion, cross-functional relationships, and shared understanding of customer needs.
Periodically evaluate outside agencies to ensure continued alignment. Propose changes as needed.
Run Support Operations with Excellence: Own the day-to-day operations of Lime Technology’s customer support function, spanning individual prosumers, community users, professional customers, and partners.
Define and enforce internal and customer-facing SLAs, and build the processes, accountability structures, and reporting rhythms needed to meet them.
Design and maintain quality, feedback, and performance monitoring systems across key support metrics, including CSAT, NPS, CES, time to first response, time to resolution, ticket inflow versus closure rates, defect trends, and escalation trends.
Evaluate, implement, and improve support platform integrations and workflows across ticketing, monitoring, community, knowledge management, and customer communication systems.
Develop and maintain internal knowledge resources, and collaborate with the Documentation team to improve external customer-facing documentation.
Ensure customer technical content is accurate, maintainable, aligned with Lime Technology standards, and consistent with Unraid’s community-first values.
Serve as the Technical Escalation Leader: Act as one of the strongest technical resources within the support organization for escalated issues involving Unraid OS, ZFS, Unraid array behavior, Linux system internals, Docker, VMs, networking, and integration into customer environments or existing infrastructure.
Provide hands-on diagnosis and resolution for complex, high-severity, or ambiguous customer issues alongside the team, not just oversight.
Triage high-severity and security-adjacent support issues, coordinating with the VP of Quality & Support on response posture, escalation handling, and customer communications.
Maintain hands-on proficiency with Unraid OS and the hardware and software ecosystems our customers operate in. Your credibility as a manager will be grounded in technical depth, not just process.
Build AI, Automation, and Scalable Support Tooling: Partner with the VP of Quality & Support and the Head of Operations & Automation to establish a roadmap for AI and automation investment, balancing quick wins with durable infrastructure that produces reliable, deterministic outcomes.
Design, build, and deploy AI-assisted tooling that improves support team efficiency and customer self-service, including ticket triage, intelligent routing, automated response suggestions, knowledge surfacing, and support trend analysis.
Use AI and automation to analyze ticket, forum, and community data at scale, identifying recurring issues, documentation gaps, customer pain points, defect patterns, and product feedback.
Build and maintain automation workflows that reduce manual work for the support team and improve how Support communicates, escalates, and collaborates across departments, ensuring that we always prioritize an excellent customer experience over internal efficiency gains
Turn AI-generated and automation-supported insights into practical recommendations, process improvements, and support team workflows.
Build Partner Support and Professional Services Processes: Own the post-approval technical enablement lifecycle for partners, ensuring joint preparedness to deploy, support, and troubleshoot Unraid solutions.
Define and maintain partner readiness standards related to support quality, escalation handling, troubleshooting expectations, service delivery, and customer experience.
Provide support materials and processes to Partnerships to facilitate the development and maintenance of partner-facing training programs, certification materials, troubleshooting guidance, and support workflow documentation aligned with Unraid OS.
Act as the operational escalation point for partner-related support failures, service delivery gaps, and execution risks that impact customers.
Track and report on partner support performance, service quality, time-to-value, customer satisfaction, risks, and recurring patterns, providing regular visibility and recommendations to Leadership.
Deliver Professional Services engagements, including onboarding and implementation, consultation and solution design, and advanced support engagements.
Contribute to the development and refinement of service delivery playbooks, scope definitions, execution frameworks, change management processes, and quality standards in collaboration with the VP of Quality & Support.
Ensure Professional Services engagements are delivered with clear scope, strong customer satisfaction, high technical quality, and appropriate change management.
Represent the Voice of the Customer Across the Company: Champion customer-centricity and serve as the voice of the customer across Engineering, Product, Quality, Documentation, Marketing, Sales, Operations and Leadership.
Translate support data and customer patterns into actionable product and engineering feedback, including reproduction steps, documentation gaps, recurring pain points, defect patterns, escalation trends, and roadmap implications.
Build clear communication loops between Support and other departments so customer issues, partner needs, service delivery insights, product risks, and support trends are visible to the right people at the right time.
Partner with Engineering and Quality on bug escalation, root cause analysis, and resolution of systemic issues surfaced through support.
Partner with Product and Documentation to identify knowledge gaps, improve customer-facing resources, and ensure support insights inform product decisions and release readiness.
Partner with Sales and Marketing on services enablement by providing technical input on scope, feasibility, delivery expectations, customer fit, and support implications.
Communicate cross-departmental priorities, blockers, follow-ups, and decisions clearly so work moves forward and accountability does not get lost between teams.
Serve as a public-facing ambassador for Lime Technology’s culture, values, customer philosophy, and community-first approach.

Benefits

Annual bonus
Annual profit sharing
Up to 6% 401(k) match
100% medical coverage for employees and 50% coverage for dependents
100% dental and vision coverage for employees and dependents
Annual employee wellness budget
30 full days and 14 half days of Flexible Time Off, plus 11 paid holidays
Paid parental leave for the birth, adoption, or placement of a child, available after one year of employment from the date of hire.
Free access to a team mentor
Reimbursement for online or in-person professional development training
Annual home office budget
Annual spring and fall staff offsites