Overview
Remote
Full Time
Skills
Operational Excellence
SaaS
KPI
Customer Satisfaction
Service Level
Productivity
Customer Support
Training And Development
Coaching
Mentorship
Workflow
Collaboration
Product Engineering
Customer Facing
Product Development
Documentation
Technical Support
Analytical Skill
Problem Solving
Conflict Resolution
Communication
Computer Networking
Network
Computer Science
Information Technology
Management
Job Details
Our client is seeking a highly motivated and experienced Technical Support Manager to lead a team of skilled Technical Support Engineers in delivering world-class customer support. This individual will be responsible for managing daily support operations, coaching and mentoring team members, driving operational excellence, and fostering a customer-first culture focused on satisfaction, retention, and long-term success.
The ideal candidate will have a strong background in technical support operations, experience with networking or SaaS platforms, and a genuine passion for solving customer issues with empathy and urgency.
Core Responsibilities
The ideal candidate will have a strong background in technical support operations, experience with networking or SaaS platforms, and a genuine passion for solving customer issues with empathy and urgency.
Core Responsibilities
- Lead, inspire, and develop a team of Technical Support Engineers to deepen product knowledge, elevate support standards, and encourage professional growth.
- Oversee daily operations of the support organization, ensuring key performance indicators (KPIs)-including customer satisfaction, response time, and resolution rate-are consistently met or exceeded.
- Serve as the primary escalation point for complex or high-priority technical issues, ensuring timely and effective resolution.
- Analyze support metrics, service-level agreements (SLAs), and customer feedback to identify trends and implement scalable improvements that enhance team efficiency and service quality.
- Evaluate and adopt new tools and technologies that improve productivity and the overall customer support experience.
- Foster employee development and retention through regular coaching, mentoring, and opportunities for continuous learning.
- Drive consistency in support processes by promoting best practices, standardizing workflows, and maintaining high-quality documentation.
- Collaborate with cross-functional teams, including Product, Engineering, and Customer Success, to address systemic issues and advocate for long-term product improvements.
- Lead customer-facing support reviews and Quarterly Business Reviews (QBRs) to discuss issue trends, resolutions, and opportunities for service enhancements.
- Translate technical feedback and customer pain points into actionable improvements for product development and documentation.
- 7+ years of experience in technical support or customer success, including managing technical escalations.
- Proven success leading support teams in fast-paced, high-growth environments.
- Strong analytical, organizational, and problem-solving abilities.
- Excellent communication and interpersonal skills, with the ability to engage both technical and non-technical stakeholders.
- Solid understanding of networking concepts and tools used for troubleshooting network-related issues.
- Bachelor's degree in Computer Science, Information Technology, or a related technical field (or equivalent professional experience).
- Ability to prioritize and manage multiple initiatives in a high-pressure environment.
- Demonstrated ability to proactively identify risks and implement effective mitigation strategies.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.