Senior Manager, Technical Support

Shippo

18d • Remote

About The Position

Shipping & handling responsibilities
People Leadership & Global Team Management
Design and build a 24/7 technical support operation
Lead, coach, and develop a globally distributed team of Technical Support Specialists supporting API-driven partners.
Create clarity and accountability across time zones through strong operating rhythms, documentation, and async communication.
Own hiring, onboarding, performance management, and career development for team members in multiple regions.
Foster a culture of technical excellence, inclusion, continuous learning, and customer empathy.
Technical Ownership & Escalations
Act as a senior escalation point for complex partner issues involving APIs, integrations, authentication, webhooks, and platform behavior.
Guide deep technical investigations and ensure issues are resolved with durable, scalable solutions.
Partner closely with Engineering to drive effective handoffs, root-cause analysis, and post-incident reviews.
Ensure high-quality technical documentation, runbooks, and knowledge articles are created and maintained.
Partner Experience & Customer Advocacy
Support high-impact partner interactions and escalations, serving as a trusted technical leader when needed.
Translate partner feedback and recurring issues into clear, actionable insights for our Product, Strategic Partnerships and Sales teams.
Ensure consistent, high-quality partner experiences regardless of region or support channel.
Operational Excellence & Scale
Define and improve global support workflows, escalation paths, and coverage models.
Track and improve key performance metrics including time to resolution, escalation rates, partner satisfaction, and issue recurrence.
Use data and trend analysis to identify systemic issues and prioritize operational improvements.
Partner with Support Operations and tooling teams to drive automation, scalability, and efficiency.
Cross-Functional Collaboration
Build strong working relationships with Product, Strategic Partner and Sales teams across regions.
Represent Technical Support in cross-functional forums, planning sessions, and incident reviews.
Communicate clearly and confidently with stakeholders, including senior leadership, on technical issues, trends, and team performance.

Requirements

• 8+ years of experience in technical support, including 3+ years managing technical or specialized support teams.
• Strong hands-on experience supporting API-based SaaS products.
• Deep understanding of REST APIs, HTTP methods, authentication (OAuth, API keys), webhooks, and integration troubleshooting.
• Experience leading remote and globally distributed teams.
• Proven ability to manage complex escalations and influence cross-functional partners.
• Strong operational and analytical skills with experience using data to drive improvements.
• Excellent written and verbal communication skills, especially in distributed, async environments.

Nice To Haves

• Experience supporting B2B SaaS platforms with partner or developer ecosystems.
• Familiarity with SQL, logs, monitoring tools, or debugging distributed systems.
• Experience scaling support teams or processes in a high-growth environment.
• Prior experience working with international customers and understanding regional support considerations.
• Leading a 24/7 team

Responsibilities

• Design and build a 24/7 technical support operation
• Lead, coach, and develop a globally distributed team of Technical Support Specialists supporting API-driven partners.
• Create clarity and accountability across time zones through strong operating rhythms, documentation, and async communication.
• Own hiring, onboarding, performance management, and career development for team members in multiple regions.
• Foster a culture of technical excellence, inclusion, continuous learning, and customer empathy.
• Act as a senior escalation point for complex partner issues involving APIs, integrations, authentication, webhooks, and platform behavior.
• Guide deep technical investigations and ensure issues are resolved with durable, scalable solutions.
• Partner closely with Engineering to drive effective handoffs, root-cause analysis, and post-incident reviews.
• Ensure high-quality technical documentation, runbooks, and knowledge articles are created and maintained.
• Support high-impact partner interactions and escalations, serving as a trusted technical leader when needed.
• Translate partner feedback and recurring issues into clear, actionable insights for our Product, Strategic Partnerships and Sales teams.
• Ensure consistent, high-quality partner experiences regardless of region or support channel.
• Define and improve global support workflows, escalation paths, and coverage models.
• Track and improve key performance metrics including time to resolution, escalation rates, partner satisfaction, and issue recurrence.
• Use data and trend analysis to identify systemic issues and prioritize operational improvements.
• Partner with Support Operations and tooling teams to drive automation, scalability, and efficiency.
• Build strong working relationships with Product, Strategic Partner and Sales teams across regions.
• Represent Technical Support in cross-functional forums, planning sessions, and incident reviews.
• Communicate clearly and confidently with stakeholders, including senior leadership, on technical issues, trends, and team performance.

Benefits

• Healthcare coverage for medical, dental, and vision (90% covered by the company, incl. dependents). Pets coverage is also available!
• Take-as-much-as-you-need vacation policy & flexible working hours
• One week-long company wide winter slow down
• 3 Volunteer Days Off (VTOs)
• WFH stipend to set up your home office
• Charity donation match up to $100
• Dedicated programs, coaching, tools, and resources for your professional and career growth as well as an individual learning stipend for your personal and focused growth
• Fun team in person time through our Shippos Everywhere program which includes regular team and company off-sites throughout the year as well as local Shippos gatherings

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed