Technical Support Manager

Qlik•Salt Lake City, UT

1d•Remote

About The Position

We are looking for an experienced Technical Support Manager to oversee and lead the global shift operations within our technical support organization. This position will play a critical role in shaping and driving a world-class 24x7 support strategy. The ideal candidate will have extensive leadership experience, a strategic mindset, and a deep understanding of technical support for enterprise solutions. You will ensure exceptional service delivery to our global customers and work cross-functionally to align support processes with business goals.

Requirements

8-10 years of experience in technical support with SaaS product organization, with at least 2 years in a manager’s/Team lead role
Digital and AI Agentic experience in handling the large customer ticket volume
Proven track record of leading large, global technical support teams in a 24x7 enterprise environment Including weekend support.
Strong knowledge of Analytical/ETL tools, Databases (SAP, SQL databases, ServiceNow/Salesforce) and experience supporting complex, cloud-based enterprise solutions
Demonstrated ability to define and execute strategies that align support functions with broader business objectives
Proven experience in driving customer success and satisfaction through effective technical support processes
Strong cross-functional collaboration skills, with the ability to influence and drive change in a matrixed environment
Ability to analyze data and metrics to make informed decisions and implement improvements
Exceptional communication skills, both written and verbal, with the ability to present to and influence executive leadership
Willingness to work night shifts and adapt to the demands of a 24x7 global support function
Bachelor’s degree in computer science, Information Technology, or a related field.

Nice To Haves

A master’s degree is a plus.

Responsibilities

Define and implement highly available, responsive, and scalable technical support services
Oversee 24X7 operations, ensuring staffing, shift planning, and resource allocation meet customer demand and service level agreements (SLAs) and Incident management for SaaS based organizations
Drive efforts to improve customer experience, focusing on response times, resolution times, and customer satisfaction metrics. Ensure the highest levels of service for escalated issues
Partner with engineering, product, and customer success teams to address complex technical issues and improve overall product quality. Influence cross-functional decision-making to enhance the customer experience
Define, track, and analyze key performance indicators (KPIs) to monitor and report on support performance. Identify trends and opportunities for improvement
Lead initiatives to optimize support processes, reduce resolution times, and improve knowledge sharing across global teams. Focus on efficiency, automation, Knowledge articles creation and the use of tools to streamline operations
Identify and mitigate risks within the support function, proactively addressing potential issues before they impact customer operations
Work closely with senior leadership, including C-level executives, to provide insights into support operations, present strategies, and advocate for necessary resources to achieve organizational goals
Takes the lead on technical issues and works with the customer to set them up for success, ensuring that the product is used as intended.
Identifies where the customer stands in their journey towards success, solving roadblockers and understanding their struggles/pain points/challenges proposing a mitigation plan.
Lead the analysis, architecture, design, and development of large-scale data management and business intelligence solutions
Document and present complex architectures to customer technical teams
Work closely with all Qlik internal teams to ensure successful customer deployments
Full Hands-on work analyzing customer reported issues