Sr Technical Support Manager

Job DescriptionJob DescriptionOverviewRecognized by Clarivate, Forbes, the Human Rights Campaign, and Military Friendly® for innovation, workplace excellence, inclusion, and veteran support.A global building automation and industrial technology company with 100+ years of history, 25,000+ patents, and 7,000+ engineers, operating across 70+ countries and 4 major business areas. Its technologies support industries including buildings, manufacturing, healthcare, data centers, and utilities worldwide.Benefits401(k) match: Employer matches 87.5% of the first 8% of eligible pay, up to 7% of base salary; generally fully vested after 3 years.Education support: Up to $5,250/year for eligible undergraduate programs and $7,500/year for graduate programs.Paid parental leave: 8 weeks (40 business days) for birth, adoption, or foster-care placement.Paid time off: 56 hours of paid sick time annually, plus vacation and 12 paid holidays.Health coverage: Medical, dental, and vision plans, including an HSA-eligible medical option and 100% in-network preventive care.HSA & FSA: Tax-advantaged accounts for eligible healthcare, dental, vision, and dependent-care expenses.Disability coverage: Short-Term Disability provides 100% of base pay for up to 8 weeks, then 70% through week 26; Long-Term Disability provides 60% of base pay after Short-Term Disability.Employee support: Company-paid with 8 sessions per issue per year, plus health and wellness resources.Employee support: Company-paid Employee Assistance Program with 8 sessions per issue per year, plus health and wellness resources.Insurance & discounts: Company-paid basic life insurance of 1× annual base pay, Accidental Death & Dismemberment coverage, Business Travel Accident Insurance, and employee discounts.Benefits may vary by location, position, employee classification, and eligibility.Qualifications 8+ years of experience in technical support, customer support, or service delivery roles.5+ years of experience leading technical support teams and managers.5+ years of demonstrated experience managing complex customer escalations.5+ years of strong understanding of customer support operations, SLA management, and service excellence frameworks.5+ years of experience working cross-functionally with Engineering, Product Management, and Customer Success teams.Responsibilities Lead, coach, mentor, and develop a team of technical support managers, team leads, and support engineers.Own support operations, ensuring consistent delivery against service level agreements (SLAs), response times, and customer satisfaction targets.Act as the senior escalation point for critical customer issues.Maintain strong understanding of products, technologies, and support methodologies.Develop and execute support strategy aligned with business objectives.