Technical Support Manager

Technical Support Manager The Technical Support Manager owns the performance, development, and day-to-day effectiveness of the Technical Support organization. This role is accountable for building a high-performing Support team that resolves customer issues quickly and consistently, provides an excellent customer experience, and continuously improves how Support operates. The Technical Support Manager combines people leadership, operational discipline, customer advocacy, and process improvement. While strong technical aptitude is important, this role is primarily responsible for enabling the entire team to perform at a high level rather than personally solving the team's most difficult technical issues. Primary Responsibilities: Team Leadership & Development Lead, coach, and develop Technical Support team members. Establish clear individual and team expectations. Conduct regular 1:1s and provide timely, actionable feedback. Review employee performance and create development plans where needed. Identify skill gaps and coordinate coaching and training. Recognize strong performance and address performance concerns proactively. Build a culture of accountability, ownership, collaboration, and continuous improvement. Support Operations Own the day-to-day performance of the Support function. Establish and monitor key Support metrics, including case volume, response time, resolution time, first-day resolution, backlog, escalations, customer satisfaction, and other appropriate KPIs. Identify trends in Support demand and take action before they become larger problems. Ensure cases are appropriately prioritized, assigned, escalated, and resolved. Maintain appropriate staffing and coverage. Regularly evaluate workflows and identify opportunities to improve efficiency. Customer Escalation Management Own significant customer Support escalations and ensure they are driven to resolution. Serve as the primary management escalation point for Support-related customer issues. Coordinate across Customer Success, Product, Engineering, Sales, and other teams when resolution requires cross-functional involvement. Communicate clearly with customers and internal stakeholders during escalations. Identify root causes and implement changes that reduce repeat escalations. Process & Knowledge Management Build and maintain scalable Support processes and standard operating procedures. Ensure internal documentation, training materials, workflows, and knowledge resources are kept current. Identify repetitive work that can be standardized, automated, or eliminated. Establish consistent methods for handling common customer issues. Quality & Coaching Establish a systematic process for reviewing Support interactions and case quality. Provide regular feedback based on case reviews, customer interactions, metrics, and observed performance. Identify recurring coaching opportunities across the team. Ensure Support representatives communicate accurately, professionally, and consistently with customers. Measure whether coaching and process changes are improving team performance. Cross-Functional Partnership Represent Support in discussions with Customer Success, Product and Engineering. Identify recurring product issues and communicate customer impact to appropriate stakeholders. Partner with Product and Engineering to improve escalation pathways and issue resolution. Translate Support trends into actionable recommendations for product, process, and customer-experience improvements. Requirements: The successful Technical Support Manager is a proactive people leader and operational owner. They naturally identify problems, create structure, follow through on commitments, and look for ways to make the entire team more effective and efficient. They are comfortable holding employees accountable, providing constructive feedback, managing difficult customer situations, using data to identify trends, and working across departments to solve systemic problems. Travel Responsibilities: None Hybrid Office/Remote: Mon, Tue, Fri in Golden office / Wed, Thu remote option