Technical Support Manager

Andasol Management, Inc.•El Segundo, CA

3d•$90,000 - $110,000•Onsite

About The Position

The Technical Support Manager leads the team that is the first line of support for every QuikStor client. The team supports storage operators through Intercom chat, email, and phone, troubleshooting the QuikStor platform, online payments, integrations, and day-to-day operational questions. The team is based at HQ in El Segundo, with remote members working Central and Eastern time zone schedules. This is a working manager role. The Manager owns the support queue, the service level targets, the escalation process into Engineering and QA, and the product knowledge of the team, and personally handles the most sensitive client escalations. Hardware and legacy software support is handled by a separate team; the Manager makes sure cases route quickly to the right place and that nothing falls between the teams. The Manager also builds the team as it grows. The team currently has five Representatives with four additional openings, two at HQ and two remote. The Manager owns hiring, onboarding, scheduling, and coverage across time zones. Most of the team is paid hourly, so the week-to-week people management that comes with an hourly team, including timekeeping, schedules, overtime, and time-off, is a standing part of the role. Success in this role is measured by response and resolution times, reopen rates, client satisfaction, the strength of the escalation loop with Engineering and QA, and the depth of product knowledge across the team.

Requirements

5 or more years in technical support for B2B software, including 2 or more years managing or leading a support team
A track record of owning queues and service level targets on a modern support platform, with Intercom strongly preferred
Strong data skills, including building and presenting support metrics and working comfortably in Excel
Excellent written client communication and proven de-escalation skills
Experience managing hourly, non-exempt staff, including timekeeping, scheduling, and overtime management
Experience managing remote team members across time zones

Nice To Haves

Self-storage industry experience, or experience supporting property management or other operationally critical software
Experience supporting payments, gate and access control hardware, or APIs
Experience building or formalizing an escalation process with Engineering and QA
Experience coordinating training or enablement programs for support staff
Intercom administration experience, including workflows, macros, help center, and AI agent configuration

Responsibilities

Manage, coach, and develop the support team, including regular one-on-ones, clear performance expectations, and documented development plans
Hire and onboard new Representatives, including the current four openings, and build a structured onboarding path that gets new hires productive quickly
Own scheduling and coverage across Pacific, Central, and Eastern time zones so clients get consistent response through their full business day
Run the weekly people management for an hourly team, including timesheet review and approval, overtime and schedule changes, and time-off requests, so payroll is accurate and coverage holds
Keep schedules and time records compliant with wage and hour requirements, including California meal and rest break rules for the on-site team
Set the tone for a client-first, evidence-driven support culture
Own the Intercom queue end to end, including routing, prioritization, and workload balance across the team
Set and enforce response and resolution targets, and keep reopen rates and handling times at healthy levels
Personally take on the most sensitive and highest-severity client escalations and see them through to resolution
Run the escalation process into Engineering and QA through the established tracker workflow, with disciplined reproduction steps and evidence on every escalated case, and follow every escalation through to a client-facing resolution
Route hardware and legacy product cases to the Hardware and Legacy support team promptly
Make sure the right team members attend the recurring feature training sessions and the training programs built by the Instructional Designer, and keep queue coverage intact while they do
Build and maintain a subject matter expert coverage plan so every specialty area, including payments, gate and access control, and integrations, has a primary and a backup expert
Keep each subject matter expert developing against a documented plan, drawing on the feature training program and the Instructional Designer for materials and sessions
Keep help center articles, macros, and support automation current so clients and the team get consistent answers
Own support metrics and deliver a weekly metrics report to leadership, covering volume, first response time, close rate, reopen rate, handling time, and client satisfaction, with a monthly operations review rollup when the executive team needs one
Use Intercom reporting to identify trends, staffing needs, and product problem areas, and turn them into concrete actions
Maintain the support runbook, including escalation paths, severity definitions, and coverage schedules
Own the follow-up loop between Support, QA, and Product so recurring defects are filed, tracked, verified fixed, and communicated back to affected clients
Enforce the feature request process, with every client request logged in Intercom so Product can triage it
Coordinate with Implementation on go-live handoffs so Support is ready for each new client, and with Client Success on account-level visibility into open issues