Cloud Service Technical Support Manager

Job Description

Job Description

About DeltaTrak

DeltaTrak is a global innovator in cold chain management solutions, delivering real-time monitoring, cloud applications, and advanced analytics for temperature-sensitive supply chains. Our solutions help customers maintain product integrity, meet regulatory requirements, and operate reliable global logistics networks.

Position Overview

DeltaTrak is seeking a Cloud Service Technical Support Manager to lead its Technical support team to manage cloud data services, customer onboarding, enablement, training, reporting, integrations, and advanced diagnostics. The Technical Support team also provides first-line customer support, device troubleshooting, and quality-compliant issue resolution.

Cloud Service Technical Support Manager will work closely together with the operations, quality and engineering escalation teams, to deliver a seamless end-to-end customer experience across DeltaTrak’s cloud platform and connected devices.

Key Responsibilities

Leadership & Service Ownership

• Lead and develop Cloud Services (including Managed Services) and Customer Technical Support teams.
• Define clear roles, responsibilities, escalation paths, and performance expectations for organization.
• Serve as the primary escalation point for customer issues related to cloud services, managed services, integrations, and connectivity.
• Ensure consistent, professional customer communication during incidents, escalations, and resolution.

Cloud Services & Managed Services

• Own operational responsibility for DeltaTrak’s cloud platform, including availability, configuration, monitoring, and managed service delivery.
• Lead customer onboarding, including platform setup, configuration validation, and readiness for production use.
• Provide customer training and enablement on platform features, dashboards, alerts, and reporting.
• Perform advanced diagnostics by reviewing logs, metrics, and system data, including running queries on internal databases to identify issues and solutions.

Customer Technical Support

• Oversee first-line customer support for cloud applications and connected devices.
• Ensure timely handling of inbound calls and emails and effective troubleshooting support.
• Ensure proper escalation of complex platform, data, or integration issues to engineering.
• Maintain full compliance with DeltaTrak’s Quality Management System, including ISO 9001 and applicable GMP requirements.

SIM Management & Customer Reporting

• Oversee SIM management across customer deployments, including:
  • Monitoring SIM status, health, and activity
  • Tracking and reporting SIM usage and billing details
  • Identifying anomalies or cost-optimization opportunities
• Ensure reliable delivery of customer reporting, including:
  • Monitoring automated reports for accuracy and timeliness
  • Producing manual or customized reports for key customers
  • Providing reporting support for reviews, audits, and business discussions

Cross‑Functional Collaboration

• Partner with Engineering, QA, Product, Sales, Marketing, and Field Operations.
• Communicate customer insights and field issues to influence product improvements.
• Support product releases, customer readiness, and go-to-market activities.

Operational Excellence

• Own service tooling, ticketing systems, dashboards, KPIs, and reporting.
• Maintain accurate service documentation, SOPs, and escalation workflows.
• Drive continuous improvement across service quality, efficiency, and customer experience.

Success Metrics

• High customer satisfaction (CSAT/NPS) and reduced escalations
• SLA compliance and improved mean time to resolution
• Successful customer onboarding and increased platform adoption
• Reduction in recurring platform, SIM, and device-related issues
• Accurate SIM usage and billing visibility with fewer discrepancies
• On-time, accurate delivery of customer reports
• Strong audit outcomes for ISO/GMP compliance
• Healthy team engagement, retention, and performance

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 7–12 years in cloud services, SaaS operations, managed services, or technical support.
• 3–7 years leading technical or customer-facing teams.
• Have user experience is using CRM system like SalesForce
• Strong understanding of cloud platforms, APIs, SaaS applications, and incident management.
• Ability to analyze system data and query databases to support troubleshooting.
• Experience with service management tools (Zendesk, Jira Service Management, ServiceNow, etc.).
• Experience operating in regulated or quality-controlled environments preferred.