Senior Manager Technical Support

Hammerspace

About The Position

Customers are the lifeblood of our company and Hammerspace is looking for a strategic, customer focused and results-driven Senior Manager of Technical Support. This position is an exciting opportunity to be on the front lines of ensuring our customers are successful with their Hammerspace product! We’re looking for an experienced, hands-on Senior Manager of Technical Support to build, lead, and scale our global technical support organization. This is a player-coach role—you’ll be rolling up your sleeves to work alongside the team while also driving long-term strategy and operational excellence. You’ll be a key liaison with our Engineering and Product teams, ensuring that customer feedback drives product innovation. As we scale rapidly, your leadership will be critical in creating a world-class technical support experience for our enterprise customers.

Requirements

8+ years of experience in technical support leadership roles, with at least 3 years leading high-growth teams in startup or scale-up environments.
Proven player-coach leadership style with the ability to balance strategic leadership and hands-on technical engagement.
Strong technical background—understanding of file systems, data storage, Linux environments, or enterprise software is a big plus.
Track record of building trusted relationships with Engineering and Product teams.
Exceptional communicator with executive presence; skilled at representing customer needs internally.
Passion for team building, coaching, and talent development.
Experience supporting enterprise B2B customers in mission-critical environments.
Excellent written and verbal communication skills

Nice To Haves

Ability to travel up to 10%

Responsibilities

Build and Lead the Support Team: Hire, mentor, and grow a high-performing global support organization.
Player-Coach Leadership: Actively participate in complex customer escalations while developing your team’s skills and autonomy.
Cross-Functional Partnership: Work closely with Engineering, Product Management, and Customer Success to drive issue resolution, advocate for customers, and contribute to product roadmap discussions.
Customer Advocacy: Ensure customer issues are prioritized and resolved with urgency and care.
Operational Excellence: Define and implement best practices, SLAs, KPIs, and reporting processes to measure and improve team performance.
Startup Growth Mentality: Design scalable processes, anticipate future needs, and contribute to the leadership culture of a growing, agile organization.
Continuous Improvement: Analyze support data and customer feedback to drive iterative improvement in service delivery.