Technical Support Manager

About us @Symphony

Secure. Connected. Intelligent.

Symphony is an AI-powered communication and technology company fueled by interconnected platforms: messaging, voice, directory and analytics.

Our end-to-end encrypted technologies enable over 1,400 institutions to accelerate AI impact, prioritize data security, navigate complex regulatory compliance and optimize business interactions.

Role Description:

Symphony is seeking an experienced and highly organised Technical Support Manager to lead our New York based L2/L3 Support team. This leadership role is responsible for managing day-to-day operations of a team of Technical Support Engineers, ensuring exceptional service delivery to our financial services clients while driving operational excellence and continuous improvement.

You will oversee a team providing second and third line support for Symphony Messaging and Voice (Cloud9) services, including administration, troubleshooting complex issues, and escalation management. The role requires strong customer focus, hands-on leadership, and the ability to collaborate across global support, product, and engineering teams.

Key Responsibilities:

• Team Leadership & Development: Lead, mentor, and coach Technical Support Engineers, fostering a high-performance culture and ensuring adherence to SLAs and best practices.
• Operational Oversight: Manage support queues in Zendesk, monitor workloads, and ensure efficient triage and resolution of issues across Symphony services, including messaging services, trader voice applications and hardware.
• Escalation Management: Oversee escalation to L3, engineering teams, ensuring issues are well-documented, communicated clearly, and resolved in a timely manner.
• Process & Quality Improvement: Implement standard operating procedures, conduct ticket reviews, and drive initiatives to enhance customer experience, reduce backlog, and improve response and resolution times.
• Stakeholder Collaboration: Act as the primary point of contact for product, engineering, and senior leadership regarding support performance, incident trends, and client-impacting issues.
• Reporting & Metrics: Track, analyse, and present key support metrics (e.g. response times, resolution rates, backlog levels, CSAT) to senior management.
• Training & Onboarding: Develop training content and oversee onboarding of new support engineers, ensuring consistent knowledge and high service standards.

Required Qualifications:

• 10+ years experience in technical support with at least 3+ years in a management position
• Demonstrated success in leading customer-facing technical support teams in fast-paced, SLA-driven environments.
• Excellent communication and interpersonal skills with confidence in client and executive interactions.
• Strong organisational and time management skills with the ability to manage multiple priorities.
• Strong troubleshooting background with working knowledge of Windows OS, networking fundamentals (IP, DNS, VPN), SaaS platforms, and support tools (Zendesk, Jira).
• Experience with VoIP/SIP technologies, cloud PBX systems, or trader voice platforms strongly preferred.
• Understanding of SAML/SSO concepts and identity management.
• Working knowledge of AI/ML concepts, with the ability to lead teams in adopting AI-powered tools and solutions, is highly desirable.

Compensation:

• Salary Range: $120,000 -140,000 base salary per year
• Bonus Plan

Benefits and Perks:

• Regional specific competitive benefits
• Build your own Benefits (BYOB) perk
• Local events, team building, and development opportunities

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.