Technical Support Manager

Precisely US Jobs

1d•Remote

About The Position

Precisely is a global leader in data integrity, providing accuracy and consistency in data for 12,000 customers in more than 100 countries, including 90 percent of the Fortune 100. Precisely's data integration, data quality, location intelligence, and data enrichment products power better business decisions to create better outcomes. We are looking for a Technical Support Manager to lead a team delivering exceptional support across on-premises software installations and hosted managed services. This role combines people leadership, customer advocacy, and AI-enabled innovation to ensure consistent, high-quality customer experiences at scale. You will contribute to modernizing support through automation, GenAI, analytics, and intelligent self-service, while partnering closely with Engineering, Product, and Customer teams. The Pacific time zone location is required to provide coverage overlap with our Australia/APAC customers and support personnel. Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge.

Requirements

Bachelor's degree from an accredited college (or equivalent experience)
5+ years of experience in enterprise technical/customer support, including people leadership.
3 years managing teams
MS Office Suite
knowledge of CRM
knowledge of AI implementations
SQL
Exceptional written and verbal communication skills, including English proficiency.
Detail-oriented personality with strong decision-making and time management skills; ability to manage multiple challenges and varying priorities with a sense of urgency.
Results-oriented mindset; demonstrated flexibility of schedule to meet customer needs and situational awareness while managing a team and/or project.

Nice To Haves

Experience with AI-powered support deflection or escalation routing
Experience with data visualization tools such as Power BI or Tableau, supporting AI-driven reporting and client dashboards
Knowledge of web design and user experience
Knowledge of REST APIs or data interchange formats (e.g., JSON, XML), relevant to managing technically integrated client environments

Responsibilities

Lead, coach, and develop a high-performing technical support team in a 24x7 global environment.
Manage two distinct team functions — Support Engineers delivering on-premises software support, and Technical Account Managers supporting hosted product customers (CCX, HMS, RCX).
Identify and implement collaboration models between Support Engineers and TAMs to improve cross-team case resolution, knowledge sharing, and customer experience continuity.
Support operational excellence across case management, escalations, and service delivery.
Build a strong team culture focused on service excellence, ownership, and accountability.
Oversee day-to-day support operations, including shift coverage, workload balancing, and escalation management.
Support the implementation of follow-the-sun coverage, including handoff protocols, shift coordination, and cross-regional team workflows.
Ensure consistent execution of global support processes, including case management and KCS.
Drive adherence to SLAs, response times, and resolution quality across phone, web, and community channels.
Manage critical customer escalations, coordinating with engineering (L3), product, and senior leadership as needed.
Partner with cross-functional teams to introduce AI-powered support capabilities, including GenAI assistants, chatbots, and workflow automation.
Support the team's adoption of AI tools and workflows, helping Support Engineers and TAMs incorporate AI into their daily work practices.
Use AI-driven analytics and customer sentiment insights to identify trends, mitigate risk, and improve customer outcomes.
Ensure AI solutions adopted by the team are secure, scalable, and aligned with customer experience goals.