Manager, Technical Customer Support
About The Position
The Manager of Technical Customer Support is a hands-on leader dedicated to delivering exceptional customer experiences through effective team leadership, proactive case management, and strong cross-functional collaboration. This role serves as a working manager, actively supporting customers by resolving Level 1 technical and database issues while ensuring the Customer Support team operates efficiently, consistently, and with a customer-first mindset. The ideal candidate is a detail-oriented support leader with strong troubleshooting and analytical skills who can translate complex technical issues into clear, actionable guidance for customers and internal teams. This role plays a key part in identifying support trends, improving workflows, and driving continuous improvements that enhance customer satisfaction and service quality. This position will be located at our office in San Diego, CA.
Requirements
- Maintain a strong customer-first mindset and take ownership of issue resolution
- Think analytically and translate data into actionable insights
- Balance hands-on technical work with leadership responsibilities
- Adapt quickly and remain proactive in a rapidly changing environment
- Bachelor’s degree in Computer Science, Information Systems, Information Technology, or a related technical field preferred
- Experience leading or managing a technical customer support or service desk team
- Hands-on experience providing Level 1 technical and database support
- Working knowledge of Salesforce case management or similar CRM tools
- Experience analyzing support metrics, trends, and operational data
- Experience executing database scripts and stored procedures
- Familiarity with application-level and data-layer troubleshooting
Responsibilities
- Manage and mentor the Technical Customer Support team through day-to-day leadership, coaching, and training
- Serve as an escalation point and provide hands-on technical support when needed
- Prioritize workloads and manage multiple initiatives in a fast-paced, customer-facing environment
- Actively participate in frontline support by managing a Salesforce case queue, responding to customer chats, and handling inbound phone calls
- Proactively contact customers by phone to ensure timely resolution and strong customer engagement
- Drive case resolution with a focus on resolving issues prior to escalation to Level 2 support
- Oversee case management processes to ensure prompt resolution, clear communication, and effective corrective actions
- Analyze Salesforce data, case trends, and support volumes to identify opportunities to improve product quality and customer satisfaction
- Develop and present dashboards, reports, and statistical analyses to track team performance and key operational metrics
- Perform and lead root cause analysis to identify systemic issues
- Recommend short-term fixes and long-term preventive solutions
- Partner with internal teams to reduce case volume, eliminate recurring issues, and improve support workflows
- Collaborate with Engineering, Product, and other internal teams to improve product quality, efficiency, testability, and maintainability
- Contribute customer insights and support data to influence product development and prioritization
- Support cross-departmental initiatives focused on process improvement and operational excellence
- Execute database scripts and stored procedures to resolve data-related customer issues and service requests
- Assist with technical troubleshooting across application and data layers as needed
Benefits
- Comprehensive health benefits including medical, dental, vision, and telehealth
- 401(k) with company match and personalized financial coaching to support your financial future
- Health Savings Account (HSA) with company contributions
- Wellness incentives that reward your preventative healthcare activities
- Tuition assistance to support your education and growth
- Flexible time off and company-paid holidays
- Social and fun events to build community at our locations!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
