Senior Technical Support Manager - Alta
About The Position
We are seeking a Senior Technical Support Manager for Alta North America to serve as a strategic leader within our support organization. In this role, the selected candidate will empower the team to deliver world-class service while scaling our internal operations. Everything starts with our people, and we are committed to fostering an inclusive environment where individuals thrive, explore their curiosities, and maximize their real-world impact. The chosen professional is a strategist who understands that support is a critical component of the product lifecycle. Acting as the primary bridge between technical support teams and Product/Engineering departments, this leader helps to ensure that the "voice of the customer" directly influences our product roadmap while maintaining rigorous operational standards. This role balances human empathy with analytical rigor, guiding dynamic teams to resolve challenges with speed and confidence.
Requirements
- Bachelor's degree
- 5+ years of experience leading a technical support team or managing people
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
Responsibilities
- Analyze and maintain key support metrics to deliver comprehensive support health and customer satisfaction trends to the VS&A leadership team
- Lead the integration of Knowledge Centered Support, Collaborative Support, Community Engagement, and other forward-looking support methodologies to scale workflows
- Act as the ultimate point of escalation for clients and internal technical support issues, resolving high-stakes scenarios efficiently
- Work closely with partners and end customers to understand technical needs and represent their perspectives within the support vision
- Collaborate with Product & Engineering teams to establish structured programs for software quality tracking, new product training, and cross-functional capability development
- Partner with executive leadership to outline support health metrics, serving as the primary point of contact for trend analysis
- Champion a people-first culture by providing cognitive shortcuts, professional coaching, and modern tools to reduce team fatigue
- Foster an inclusive environment that capitalizes on individual strengths and balances technical performance with continuous growth
- Oversee shift mitigation, task prioritization, and operational readiness within a high-velocity environment to elevate overall support delivery
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
