Senior Manager, Technical Support

Viz.ai

2d•Remote

About The Position

The Senior Manager of Technical Support is responsible for executing the Technical Support strategy and tactics that improve the customer experience and build emotional loyalty, driving stronger customer engagement and long-term retention. This role focuses on advancing support operations by building strong cross-departmental partnerships that expand team knowledge, streamline issue resolution, and reduce time to resolution. The Senior Manager, Technical Support leads a large team with a focus on accountability, operational efficiency, and consistent delivery of timely, high-quality support. They foster a culture of collaboration, continuous learning, and ownership, while actively increasing team engagement and developing junior leaders to build long-term organizational strength. This role is also responsible for creating a motivating, high-performance environment that attracts, retains, and grows top talent.

Requirements

5+ years’ experience providing enthusiastic and empathetic software as a service (SaaS) technical support and customer service.
Excellent communication skills (phone, email, chat, and documentation) with a track record of continuous improvement
2+ years Linux system administration and 3+ years using Salesforce.
Hands-on experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications
You treat AI as a core part of your workflow, using tools like ChatGPT to enhance productivity and output.

Nice To Haves

Healthcare interface/integration and medical imaging (DICOM) experience is a plus.
Experience supporting FDA-regulated software as a medical device (SaMD) is a plus.

Responsibilities

Develop and achieve Technical Support objectives and goals to support the organizational vision.
Manage and direct a team of Technical Support specialists and associates while leading the development of the vision and strategy for the support service team.
Ensure targeted service and performance standards are achieved or exceeded.
Execute tactical plans and initiatives that exceed customer expectations via phone, email and other communication methods that result in increased customer satisfaction and Viz collegiality and trust that will be realized in lower attrition and higher productivity.
Establish and manage communication channels within and among cross-functional teams including but not limited to engineering and customer success and be the liaison to provide customer feedback to the Senior Management Team.