Technical Customer Support Manager

Workiz•San Diego, CA

5d•$85,000 - $95,000•Hybrid

About The Position

The Technical Customer Support Manager is the technical and commercial owner of a defined book of business. The role combines advanced product troubleshooting and account ownership, serving as an escalation point for frustrated customers while also managing renewals and expansion. The manager handles configuration, integrations, APIs, phone and communications features, automations, reporting, and data flows; investigates escalated issues through root cause; and works with Support, Product, and R&D to resolve them. The position also audits customer setups, implements solutions for complex workflows, leads technical onboarding and migrations for strategic accounts, negotiates renewals, identifies growth opportunities, forecasts account performance, and relays evidence-based customer feedback to Product. This is a hybrid role, working Tuesday through Thursday in the San Diego office and remotely on the remaining days. Compensation is $85,000–$95,000 in on-target earnings. Workiz describes a comprehensive benefits package including employee stock options, medical, dental, and vision coverage options, a 401(k) match, sick leave, vacation leave, and floating holidays. Office perks include stocked kitchen refreshments, dog-friendly spaces, team events and lunches, and access to a fitness and yoga studio, social lounge, golf simulator, and quiet spaces.

Requirements

At least 4 years in a customer-facing technical role, such as TAM, Solutions Engineer, Technical CSM, Implementation Consultant, or senior Support with commercial exposure.
Ability to independently debug software issues by reading logs, testing APIs, isolating variables, and distinguishing product defects from user error.
Comfort working with REST APIs, webhooks, integrations, and SQL or equivalent data querying.
Demonstrated ownership of renewals, upsells, or quota, with a record of carrying and meeting a target.
Excellent written communication skills, including the ability to produce self-contained escalation documentation.
Ability to remain calm with upset customers and willingness to communicate when a request cannot be accommodated.

Nice To Haves

Experience with field service, SMB SaaS, or vertical software.
Background in the trades or experience working closely with owner-operator businesses.
Experience with VoIP, telephony, or payments products.
Familiarity with CRM and BI tooling.

Responsibilities

Serve as the deep product expert for assigned accounts, including configuration, integrations, APIs, phone and communications, automations, reporting, and data flows.
Own escalated issues end to end by reproducing, diagnosing, and documenting them, then driving them to root cause with Support, Product, and R&D.
Write clear, evidence-based, reproducible defect reports and advocate for permanent fixes rather than workarounds.
Audit customer setups and resolve misconfigurations that may contribute to churn.
Design and implement in-product solutions for complex customer workflows.
Lead technical onboarding, migrations, and integration work for strategic accounts.
Own retention, renewals, and expansion for a defined book of business.
Run renewal and multi-year contract negotiations through signature.
Identify and close upsell and cross-sell opportunities based on customer usage and business needs.
Build relationships with business owners and operators, understand their businesses, and connect product value to business outcomes.
Accurately forecast the book of business and manage account risk early.
Turn recurring account issues into prioritized, evidence-based product feedback.
Partner with Product on roadmap tradeoffs affecting assigned accounts.

Benefits

Employee stock options.
Medical, dental, and vision coverage options, with up to 100% employer-paid coverage for employees and generous dependent coverage.
4% match on 401(k) contributions.
5 days of sick leave per year.
14 days of vacation leave per year, increasing with tenure.
2 floating holidays per year.
Stocked office kitchen with coffee, drinks, and snacks.
Dog-friendly office.
Regular social events, catered lunches, and office happy hours.
Access to a fitness and yoga studio, social lounge with golf simulator, and quiet spaces.