Manager of Technical Support Operations

Drive customer satisfaction as a skilled Technical Support Manager. Oversee technical support processes, ensuring swift resolutions and a collaborative remote team environment.
In this strategic role, you'll manage support engineers within a SaaS setting, focusing on improving service quality and team productivity. You’ll address complex escalations and enhance operational workflows while fostering a community-driven culture. Your leadership will be central to maintaining strong client relationships through effective support solutions.
Key Responsibilities:
• Lead and develop the technical support team
• Manage escalations and provide direct support
• Own SLAs and refine support processes
• Collaborate with Engineering and Product teams
• Implement quality assurance programs for service improvement
Requirements:
• 2+ years managing technical support in a SaaS context
• 7+ years of technical troubleshooting experience
• Proven leadership in customer-faci...