Technical Support Manager

Full Swing Golf Inc • Carlsbad, CA

18h • Hybrid

About The Position

This position supports the hours of 10am - 7pm PST and will be required to be onsite 4-5-days a week. We are looking for a results-driven Technical Support Manager with a strong background in leading high-performing technical support teams, improving operational efficiency, and delivering exceptional customer experiences across hardware and software environments. Proven ability to troubleshoot complex technical issues, drive service excellence, and lead cross-functional initiatives while fostering a culture of accountability, collaboration, and continuous improvement. A successful leader in this role combines technical expertise with emotional intelligence, professionalism, and a customer-first mindset. Adept at coaching and developing teams, implementing scalable support processes, utilizing data-driven decision-making, and managing fast-paced service operations. Passionate about building strong relationships, supporting organizational growth, and creating positive outcomes for both customers and employees.

Requirements

• Bachelor’s degree in relevant field or equivalent experience.
• 1-3 years of experience in technical people management
• 5+ years' experience in management of projects, including people, resources, etc., customer relations, in a service center environment or similar preferred.
• Proven energetic leadership, demonstrated capacity, and expanded responsibilities.
• Manage workloads through a ticketing system while adhering to established processes.
• Oversee day-to-day operations of a remote Technical Support Team in multiple time zones.
• Must be able to communicate direction accurately and effectively both verbally and in writing with other departmental staff members.
• Proven ability to successfully lead a remote team in a service center setting.
• Strong presentation skills.
• Strong troubleshooting skills
• Conflict resolution: the ability to handle issues raised by clients and associates and provide an effective resolution.
• Making decisions based on an analysis of all business impacts/other departments
• Ability to organize and manage multiple priorities while changing course quickly.
• Proficient with Microsoft Office Suite and related program software.

Nice To Haves

• 7+ years of experience supporting a wide range of PC hardware and software, LANs, WAN, and a deep understanding and knowledge of related products, computer systems and office applications.
• Mentor tech support associates for growth, development, and overall customer experience
• Experience with Microsoft office, Salesforce, Zendesk, Ring Central, Teams, Paylocity, etc.
• Familiarity with US and Canada compliance training requirements

Responsibilities

• Manage and lead a team of tech support hardware and software technicians.
• Manage and triage incidents and service requests assigned to team queues.
• Prioritization of product-related complaints as they arrive in CRM and escalate to the appropriate tier levels and R&D as needed.
• Assign problems/tasks to technical support personnel.
• Analyze and review KPIs on a regular basis to determine the team's performance and goals are being met.
• Provide data and reporting on KPIs and trends to management on an as-needed, weekly, monthly, and quarterly basis.
• Track and report on metrics for tickets assigned to and handled by the Technical Support team.
• Analyze situations and identify the resources required to solve them.
• Make quick calculated decisions, often with limited information.
• Follow up with customers to determine their level of satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends); and, if necessary, implement corrective actions.
• Partner with the trainer/documentation specialist to maintain and analyze training records ensure ongoing training for tech support staff, advise tech support staff on career planning.
• Develop and mentor the team to transition from a L1/L2 to a L2/L3 support skill level.
• Assign tickets to team members based on their current workload, subject matter, complexity, expected resolution date, and resource availability.
• Advise the trainer of training opportunities that will meet the specific needs of the workers in order to maintain or improve job skills.
• Assist in the escalation of customer incidents, ensuring that the appropriate resources are engaged for timely action and proper traction.
• Assists in the development and/or obtain of training procedure manuals, guides, and course materials.
• Communicate department initiatives through a wide range of formats and meetings, such as group discussions, presentations, simulations, and videos.
• Maintains records of training and development activities, attendance, results of tests and assessments, and retraining requirements.
• Follow up with customers to identify areas for improvement.
• Keep track of training and development activities, attendance, assessment results, and retraining needs in collaboration with the trainer.
• Manage the onboarding and offboarding of all new product versions.
• Assist in managing overall priorities among production incidents/problems, releases, and new application implementation.
• Inform management of situations that may necessitate additional client assistance or escalation.

Benefits

• Medical, dental, and vision coverage, plus more
• 401(k) with Company Match – Up to 4% contribution match
• Generous PTO and paid holidays
• Competitive base salary plus commission
• On-target earnings (OTE) aligned with performance
• Opportunity for growth into senior sales, strategic accounts, or leadership roles based on results
• Supportive Work Environment – A relaxed, non-corporate atmosphere
• Team Culture – Engaging team bonding events and activities

What This Job Offers

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