Manager, Technical Support [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Technical Support based in the United States.

This leadership role is responsible for guiding a high-performing technical support organization that delivers premium service to enterprise customers. You will oversee Tier 1 and Tier 2 support teams handling complex technical issues across a fast-paced, customer-centric environment. The role blends people leadership, operational excellence, and data-driven decision-making to continuously improve support quality and efficiency. You will coach and develop analysts into strong customer advocates while fostering a culture of accountability, autonomy, and continuous learning. A key part of the role involves managing escalations, critical incidents, and ensuring seamless communication with internal and external stakeholders. You will also lead cross-functional initiatives focused on process improvement, automation, and support modernization. This is a highly impactful position where your leadership directly shapes customer experience and operational performance at scale.

Accountabilities:

• Lead, coach, and develop Tier 1 and Tier 2 Technical Support Analysts, focusing on building strong customer advocacy and technical proficiency.
• Foster a high-accountability, autonomous team culture that encourages ownership, problem-solving, and continuous improvement.
• Conduct regular 1:1s, performance reviews, and ongoing coaching to support career growth and skill development.
• Manage recruitment, onboarding, and training for new support team members while ensuring smooth integration into the team.
• Oversee escalation handling, critical incident response, and high-priority case management to ensure timely resolution and customer satisfaction.
• Monitor SLAs, queue health, and resource allocation to maintain service quality across high-volume support operations.
• Drive Knowledge-Centered Service (KCS) adoption, ensuring knowledge creation, sharing, and maintenance are embedded in daily workflows.
• Lead operational improvement initiatives, including workflow optimization, process modernization, and support efficiency enhancements.
• Utilize data, KPIs, and customer feedback trends to identify root causes, performance gaps, and improvement opportunities.
• Champion the use of AI tools and automation to streamline support processes and enhance both analyst and customer experience.
• Partner cross-functionally with Product, Client Success, Implementation, and Technical Account teams to improve customer outcomes.
• Act as a bridge between frontline support operations and leadership stakeholders to influence product and service improvements.

Requirements:

• Proven experience managing, mentoring, and developing technical support or customer support teams in enterprise environments.
• Strong track record of leading high-touch, premium customer support operations for complex technical products.
• Experience managing operational projects, cross-functional initiatives, and support transformation workstreams.
• Familiarity with Knowledge-Centered Service (KCS) frameworks and support best practices.
• Strong analytical skills with the ability to use KPIs, ticketing data, and dashboards to diagnose performance and operational issues.
• Experience working with enterprise clients and managing escalations and critical incidents in high-pressure environments.
• Technical aptitude with familiarity in web technologies (HTML, CSS, JavaScript, SQL, XML) and digital platforms preferred.
• Exposure to e-commerce or Web 2.0 environments is a plus.
• Strong communication skills, both written and verbal, with the ability to engage across all organizational levels.
• Ability to thrive in fast-paced, ambiguous environments while driving structure, accountability, and results.
• Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience.
• Passion for automation, AI tools, and modern support technologies to improve operational efficiency.

Benefits:

• Annual salary range of $72,580 – $108,870 , depending on experience, location, and qualifications.
• Remote work flexibility within the United States or option to work from the Austin, TX office.
• Opportunity to lead and scale a high-impact enterprise technical support organization.
• Career development in leadership, operations, and customer experience strategy.
• Exposure to global enterprise clients, cross-functional teams, and large-scale support operations.
• Collaborative, innovation-driven culture focused on continuous improvement and customer success.
• Competitive benefits package including healthcare coverage and standard employee benefits (details provided during hiring).

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.