Manager, Technical Support

Jobgether

9d • $115,000 - $143,000 • Remote

About The Position

This role is responsible for leading and developing a team of experienced technical support engineers to deliver exceptional customer experiences. The Manager, Technical Support will oversee day-to-day operations, drive process improvements, and act as a liaison across engineering, professional services, and customer success teams. You will use data-driven insights to assess performance, optimize workflows, and enhance service quality while mentoring your team to achieve career growth and professional development goals. This position requires balancing operational oversight with strategic leadership to ensure that technical support consistently meets customer expectations and resolves complex challenges efficiently. The ideal candidate thrives in a fast-paced environment, excels at problem-solving, and fosters a collaborative, high-performing team culture.

Requirements

• 5+ years of experience providing technical or application support at an enterprise level
• Proven experience leading and coaching technical teams of 5+ engineers
• Strong problem-solving, analytical, and data-driven decision-making skills
• Experience working cross-functionally with Engineering, Customer Success, and Professional Services teams
• Familiarity with DevOps best practices and Identity & Access Management (IAM)
• Understanding of Intelligent Swarming and Knowledge-Centered Support principles
• Excellent communication, collaboration, and customer service skills

Responsibilities

• Lead, mentor, and coach a team of technical support engineers to achieve performance and development goals
• Manage day-to-day technical support operations, including prioritization and resolution of cases and service requests
• Develop and enhance support processes, best practices, and procedures to improve efficiency and service quality
• Monitor team performance using data and metrics, identifying trends and implementing improvements
• Handle escalated customer issues and coordinate cross-functional resources to ensure timely resolution
• Collaborate with global teams to maintain a consistent and high-quality customer experience
• Partner with operations and support leadership on initiatives such as Intelligent Swarming and Knowledge-Centered Support programs

Benefits

• Competitive salary range: $115,000–$143,000 USD, depending on skills, experience, and location
• Generous paid time off and holiday schedule
• Parental leave
• Comprehensive healthcare coverage (medical, dental, vision)
• Retirement savings programs
• Opportunities for education reimbursement
• Flexible and collaborative work environment
• Remote work options within the United States
• Participation in employee resource groups, team events, and volunteering initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees