Technical Customer Support Manager

About the Role We are seeking a Technical Customer Support Manager to lead and elevate our technical support operations across our connected hardware and software platform. This role will own complex troubleshooting, support workflows, and the scalability of our support organization. This is a critical, player‑coach role within our Customer Experience team. You’ll actively engage in technical issues while guiding day‑to‑day technical execution across the team. You will ensure we meet (and exceed) service SLAs, build scalable processes and infrastructure, and develop systems that better serve our customers—including a robust Help Center and knowledge base strategy. You will partner cross‑functionally with Engineering, Product, Quality, Sales, Finance, Marketing, and Business Systems to improve system reliability and the overall customer experience. What you’ll do Team Leadership & Execution Lead onboarding, training, and ongoing development of Technical Support team members Coach the team to deliver high‑quality technical support across Level 1–3 inquiries Serve as an escalation point for complex issues, stepping in directly when needed to support customers and the team Guide day‑to‑day execution, ensuring issues are handled efficiently based on complexity Technical Support Operations Oversee daily support across phone, email, and chat channels, with a strong emphasis on a phone‑first support model Build and reinforce best practices for handling real‑time customer interactions over the phone, including troubleshooting, communication, and de‑escalation Act as a hands‑on leader, stepping in during peak times and complex situations Drive effective troubleshooting across hardware, software, and system‑related issues Own and optimize case management workflows to improve resolution speed and consistency Service Levels & Performance Define and manage support KPIs and SLAs (response time, resolution time, CSAT, backlog health) Track team performance and drive accountability against service targets Support high‑impact customer issues and ensure consistent communication and resolution Process & Cross‑Functional Collaboration Partner with Product, Engineering, and Quality to improve troubleshooting workflows and system reliability Build and manage Help Center and knowledge base content to improve self‑service and internal support Collaborate with Finance, Business Operations, and Marketing to improve end‑to‑end customer experience Identify trends and provide feedback to drive product and process improvements Reporting & Continuous Improvement Analyze support metrics to identify gaps and improve performance Forecast staffing needs and ensure proper coverage across channels Continuously refine processes, tools, and documentation to improve efficiency and scale Support outbound follow‑up as needed (e.g., onboarding reminders, unresolved tickets) Ensure operational tasks and back‑office support duties are completed within required timeframes Continuously look for opportunities to streamline workflow, automate repetitive tasks, and enhance customer experience Who you are 6–10 years of experience in technical support or support engineering 3+ years leading teams in a hardware + software environment Strong hands‑on troubleshooting across devices, systems, and integrations Experience in a phone‑first support environment with real‑time coaching Proven ability to build and scale support processes, workflows, and infrastructure Experience with tools like Zendesk, Salesforce, and Jira Strong understanding of case management, escalations, and SLA‑driven support Experience building and maintaining Help Center / knowledge base content Ability to partner cross‑functionally with Engineering, Product, and Business Systems Analytical mindset with a focus on improving performance through data Bonus Points For Experience supporting connected devices, hardware, IoT or mission‑critical systems Background building or scaling a technical support organization in a high‑growth environment Experience developing Help Center / knowledge base strategy and content Familiarity with ERP and billing systems (e.g., NetSuite, Zoho Billing) Experience working cross‑functionally with Engineering and Product to resolve systemic issues Strong analytical background with experience using support metrics to drive improvements Equal Employment Opportunity It is the policy of the company to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the company will provide reasonable accommodations for qualified individuals with disabilities. Anticipated starting salary: $120,000 - $135,000 #J-18808-Ljbffr AVIVE