Senior Manager Development Support

To support a growing operational framework, the full-time Senior Manager Development Support will define and manage the development support process for customer-reported technical issues, ensuring swift resolution and clear communication while working remotely. Key responsibilities Build and evolve the end-to-end development support process, ensuring accountability and visibility for escalated issues Establish and manage the SLA framework and triage processes, tracking adherence and improving responsiveness over time Lead customer-facing communication on escalated technical issues, maintaining customer confidence and aligning internal stakeholders Required qualifications 7+ years of experience in technical support, development operations, or technical program management in a SaaS environment 2+ years of people leadership experience, including team development and management Demonstrated ability to establish processes and standards in previously unstructured environments Strong data fluency with experience in designing reporting frameworks and presenting insights to stakeholders Hands-on experience with ticketing and workflow systems, such as Jira