Technical Support Manager

Edenred • Secaucus, NJ

1d • $105,000

About The Position

The Technical Support Manager is a strategic leadership role responsible for the operational excellence, professional development, and performance results of the Technical Support organization. This role focuses on the overall health and scalability of the support ecosystem. The Manager owns the technical support roadmap, manages departmental priorities and headcount, and is the ultimate stakeholder for support-related metrics (KPIs). In an AI-augmented environment, the Manager is responsible for transitioning the team toward high-value troubleshooting while overseeing the automation of routine knowledge tasks through a centralized knowledge architecture.

Requirements

• Proven experience in managing full-time employees, including conflict resolution, salary negotiations, and performance appraisals.
• Deep understanding of B2B SaaS infrastructure such as API integrations & cloud-based integrations.
• Demonstrated ability to lead teams through organizational shifts, preferably including the adoption of AI-driven support models.
• Proficient in the use of tools such as MySQL, Excel, Jira or equivalents
• Minimum 5 years in Technical Support, with at least 2 years in a formal People Management role, preferably within the Fintech or Financial Services industry.
• Bachelor's degree in Business, Computer Science or a related field. Equivalent combination of education and experience will be considered.

Responsibilities

• Execute the full performance lifecycle, including annual reviews, PIPs (Performance Improvement Plans), and promotion cycles.
• Own the hiring strategy; identify staffing gaps, draft job requisitions, and lead the interviewing and onboarding process for new analysts.
• Provide formal career pathing; ensure every team member has a documented growth plan aligned with emerging AI and Fintech competencies.
• Manage ticket coverage and resource leveling to ensure operational readiness without team burnout.
• Foster a collaborative, client-first culture within the team and across departments
• Own and report on Support KPIs to leadership such as First Response Resolution, CSAT, and SLA compliance.
• Serve as the final management point of contact for high-priority incidents, coordinating between Customer Success and Production Engineers during incidents.
• Oversee the teams’ knowledge policies, ensuring members contribute root causes, feedback, & other details to maintain a source of truth for AI Agents.
• Represent Support in Product Roadmap meetings to advocate for supportability features that reduce ticket volume. Act as the connective bridge between Support, Product, Engineering, and Operations teams.
• Identify and prioritize automation workflows that shift the team from reactive troubleshooting to proactive support.

Benefits

• We offer 100% company-paid medical coverage for employee-only plans, life insurance, AD&D insurance, and long-term and short-term disability.
• Dental, Vision, Critical Illness, Hospital Indemnity, Flexible Spending Account, and Accident.
• Competitive salary of up to $105,000 annually with a 10% bonus.
• Take advantage of our 401K plan with a generous employer match.

What This Job Offers

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