Tech Support Manager

nVent • Raleigh, NC

4d • $105,000 - $195,000 • Hybrid

About The Position

This role will serve as the leader of a global technical support organization, acting as the critical technical backbone for customer support across the Data Solutions business. In this role, you will lead a high-performing team of technical experts responsible for diagnosing and resolving complex customer issues, while establishing a scalable, global support model that delivers a consistent, high-quality post-sales customer experience. This role will partner closely with Engineering, Product, Sales, and Services, as well as the dispatch/service organization responsible for all field activity. This position will reside in our Raleigh, NC facility and will be a hybrid role (4 days in the office/1 day remote).

Requirements

• Bachelor’s degree in engineering or related field preferred, or related experience.
• 7+ years proven experience leading technical support, product support, or engineering-focused customer support teams.
• Demonstrated ability to build and scale global, multi-region teams and operating models.
• Experience working across Engineering, Product, and Customer-facing organizations.
• Familiarity with CRM/case management tools (e.g., Salesforce) and support operations.
• Experience with data center infrastructure, cooling systems, or power systems.
• Track record of improving customer experience, support efficiency, and technical capability at scale.

Responsibilities

• Lead and scale a global technical support organization, delivering 24/7 coverage and a consistent, high-quality customer experience.
• Design and operationalize a best-in-class support model with clear ownership, escalation paths, and performance metrics that drive accountability and speed.
• Serve as an escalation point for critical customer issues, ensuring rapid resolution, strong communication, and minimal business impact.
• Build and develop a high-performing global team, investing in talent, capability, and technical depth.
• Establish scalable support operations and infrastructure, including case intake, triage, and global workflows that ensure visibility and traceability.
• Drive standardization and continuous improvement across tools, processes, and knowledge management to enhance speed, quality, and scalability.
• Enable effective follow-the-sun support models, ensuring seamless global coverage and strong cross-region handoffs.
• Act as the central technical leader across the ecosystem, connecting customers with Engineering, Product, Services, and Sales to accelerate resolution.
• Partner with Engineering to drive root cause resolution and long-term product improvements, while feeding insights into product roadmaps and knowledge bases.
• Align closely with Services to ensure end-to-end coordination, including field dispatch and execution.
• Build and evolve a scalable, future-ready support function, identifying gaps and driving improvements aligned to rapid DS growth.
• Leverage customer insights, case data, and trends to continuously improve products, services, and customer experience.
• Elevate organizational capability through training, documentation, and technical knowledge development.

Benefits

• Medical, dental, and vision plans along with flexible spending accounts, short-term and long-term disability benefits, critical illness, accident insurance and life insurance.
• A 401(k) retirement plan and an employee stock purchase plan — both include a company match.
• Tuition reimbursement, caregiver, personal and parental leave, back-up care services, paid time off including volunteer time, a well-being program, and/or legal & identity theft protection.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager