Sr Manager, Tech Support (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Sr Manager, Tech Support in United States.

We are seeking a dynamic and experienced technical support leader to manage and mentor a team of skilled engineers while ensuring the delivery of world-class support experiences. In this role, you will oversee daily technical support operations, lead escalations, and collaborate cross-functionally with Engineering, Customer Success, and Professional Services teams. You will leverage data-driven insights to enhance processes, develop best practices, and foster continuous improvement within the team. This is a high-impact position requiring strong leadership, analytical capabilities, and a passion for customer success, in a collaborative and fast-paced environment.

Accountabilities:

·         Lead, mentor, and coach a team of technical support engineers to achieve individual and team performance goals.

·         Manage day-to-day technical support operations, ensuring timely resolution of cases and service requests.

·         Engage directly with customers to handle escalations and coordinate internal resources for issue resolution.

·         Develop and enhance support processes, procedures, and best practices to improve efficiency and service quality.

·         Analyze case trends and performance metrics to identify areas for improvement and implement solutions.

·         Collaborate with global support teams to ensure a consistent and high-quality customer experience.

·         Support programs such as Intelligent Swarming and Knowledge Centered Support to optimize knowledge sharing and workflow efficiency.

·         12+ years of experience in technical or application support at an enterprise level.

·         Proven ability to lead and coach teams of 5+ engineers.

·         Experience triaging and resolving complex technical issues in cross-functional environments.

·         Familiarity with DevOps practices and Identity and Access Management (IAM) technologies.

·         Strong understanding of support methodologies, including Intelligent Swarming and Knowledge Centered Support.

·         Proficiency in data analysis, reporting, and using insights to improve support processes.

·         Excellent communication, collaboration, and customer service skills.

·         Ability to thrive in a fast-paced, collaborative environment while managing multiple priorities.