Senior Manager, Technical Support

ProcessUnity

20d•$105,000 - $145,000•Remote

About The Position

We're hiring a Senior Manager of Technical Support to own the health of our support function across the Global Risk Exchange and Workflow platforms. You'll manage a team of global support, be responsible for direct escalation relationships with our largest enterprise accounts, partner with engineering on triage, and lead our AI-driven support and knowledge management programs. This is a metrics-first leadership role: you'll be measured on team-level resolution quality, process improvement, account health, and other function-level metrics. This role is remote and open to candidates located in the United States.

Requirements

5+ years in customer/technical support, including minimum 3 years directly managing a support team for B2B SaaS
Demonstrated, strategic use of AI tools to drive process, documentation, and support improvements
Proven, hands-on experience owning an AI-driven support ecosystem end-to-end (e.g., Salesforce Agentforce, Fin by Intercom, Forethought, or comparable platforms) including automated flows, response narratives, and AI-driven analysis of customer interactions - with measurable results
Experience owning team member performance management: setting goals, conducting reviews, managing improvement plans, and making data-driven promotion/compensation recommendations
Proven coaching ability - track record of developing individual contributors' technical and communication skills through regular 1:1s, case reviews, and clear, structured feedback
Cross-functional collaboration skills and experience representing support's voice in broader organizational discussions (product, engineering, sales, or customer success, etc.). Ability to effectively advocate for customer/support priorities in roadmap or process decisions
Experience building or scaling a support team (hiring, onboarding design, career pathing)
Track record of managing support operations by quantitative metrics (resolution time, escalation rate, handoff rate) rather than survey-based CSAT alone.
Practical troubleshooting expertise across core IT infrastructure: email delivery/routing (SMTP, DNS records like SPF/DKIM/DMARC), basic networking fundamentals (DNS, ports, VPNs), proxy and firewall behavior, REST API debugging (auth, payloads, status codes), etc.
Experience managing enterprise-account escalations
Experience partnering cross-functionally with engineering on defect triage and escalation.
Excellent written and verbal communication. Ability to effectively tailor communication for a variety of audiences and purposes, including team coaching and executive reporting

Nice To Haves

Experience owning or building a support knowledge base or self-service deflection program (preferred)
Background in GRC, TPRM, vendor risk, or adjacent compliance software (preferred)
Experience with Salesforce platform administration and reporting (preferred)
Experience developing customer applications with an AI ecosystem to support the team's daily needs (preferred)
Vibe coding experience and history of creating tools and Apps with AI (preferred)

Responsibilities

Own end-to-end health of the support function: resolution quality, escalation rate, handoff rate, and self-service deflection across both products.
Provide after-hours on-call coverage for emergencies and critical escalations as part of 24x7 support.
Accountable for support SLAs, backlog management, and trend analysis.
Manage and coach a team of global support engineers handling L2 escalations across authentication, platform configuration, integrations, Global Risk Exchange respondent support, and more.
Directly own escalation relationships for our largest enterprise accounts across regulated industries.
Partner with engineering leadership on escalation and triage.
Redesign handoff and routing processes to achieve team efficiencies while delivering excellent service to customers.
Own ProcessUnity's AI-driven support ecosystem end-to-end triage, virtual agents, and automated deflection - including the response narratives and automated flows used with customers.
Use AI to analyze customer interactions, surface patterns and gaps, and run ongoing feedback-review cycles to keep the experience accurate and effective.
Own the knowledge base and self-service deflection strategy, prioritizing new content based on observed support patterns.
Report on support-function health and trends to leadership.
Vibe code tools to expedite and improve customer experience.