The Senior Manager, Technical Support will lead and shape global support operations for a high-availability SaaS platform, ensuring exceptional service for enterprise and mission-critical customers. This role oversees multiple technical support teams, driving operational excellence, customer satisfaction, and continuous improvement initiatives. You will collaborate cross-functionally with Product, Engineering, and Customer Success teams to resolve complex issues, optimize workflows, and enhance service delivery. The position requires both strategic vision and hands-on leadership to scale support operations globally, implement efficient processes, and foster a culture of accountability, empathy, and technical excellence. You will be responsible for building and mentoring high-performing teams while maintaining robust metrics, KPIs, and reporting standards. This role offers the opportunity to have a significant impact on both customer experience and organizational resilience.