Overview
Remote
Full Time
Skills
Accountability
Operational Excellence
SaaS
Professional Development
Customer Satisfaction
Customer Support
Operational Efficiency
Research
Productivity
Coaching
Mentorship
Process Improvement
Collaboration
Product Engineering
Customer Facing
Documentation
Technical Support
Analytical Skill
Problem Solving
Conflict Resolution
Communication
Computer Networking
Network
Computer Science
Management
Job Details
Our client is seeking a highly motivated and experienced Technical Support Manager to lead a team
of talented Technical Support Engineers responsible for providing world-class customer support.
This individual will be accountable for managing daily support operations, coaching and
mentoring team members, driving operational excellence, and building a customer-first culture
that ensures exceptional satisfaction, retention, and long-term success. The ideal candidate will
bring a deep understanding of technical support operations, a background in networking or SaaS
platforms, and a passion for solving customer problems with empathy and urgency.
Core Responsibilities
Lead and inspire a team of Technical Support Engineers to drive product knowledge, support
excellence, and professional development.
Manage the day-to-day operations of the support organization, ensuring key performance
indicators such as customer satisfaction, response times, and ticket resolution rates are
consistently met or exceeded.
Act as the primary point of contact for customer technical escalations, ensuring timely and
effective resolution of complex or high-priority issues.
Analyze team metrics, SLAs, and customer support trends to implement scalable strategies that
improve response quality and operational efficiency.
Proactively research and adopt new support tools and technologies that enhance team productivity
and service quality.
Support career growth and retention through coaching, mentoring, and continuous learning
opportunities.
Promote and enforce best practices, process improvements, and documentation standards
across the team.
Collaborate cross-functionally with Product, Engineering, and Customer Success to escalate
systemic issues and prioritize long-term fixes.
Lead customer-facing support reviews and QBRs, ensuring open communication around issue
trends, resolution plans, and areas of improvement.
Translate technical feedback and customer pain points into actionable product or
documentation enhancements.
Required Qualifications and Skills
7+ years of relevant experience in technical support or customer success roles, including
experience managing escalations.
Demonstrated success leading support teams in fast-paced, high-growth environments.
Strong analytical, organizational, and problem-solving skills.
Excellent communication and interpersonal abilities, with the capacity to engage both technical
and non-technical audiences.
Solid understanding of networking concepts and tools used in network troubleshooting.
Bachelor's degree in Computer Science or a related technical discipline (or equivalent
experience).
Ability to manage multiple priorities and deadlines in a high-pressure environment.
Proven track record of proactively identifying risks and implementing mitigation strategies.
of talented Technical Support Engineers responsible for providing world-class customer support.
This individual will be accountable for managing daily support operations, coaching and
mentoring team members, driving operational excellence, and building a customer-first culture
that ensures exceptional satisfaction, retention, and long-term success. The ideal candidate will
bring a deep understanding of technical support operations, a background in networking or SaaS
platforms, and a passion for solving customer problems with empathy and urgency.
Core Responsibilities
Lead and inspire a team of Technical Support Engineers to drive product knowledge, support
excellence, and professional development.
Manage the day-to-day operations of the support organization, ensuring key performance
indicators such as customer satisfaction, response times, and ticket resolution rates are
consistently met or exceeded.
Act as the primary point of contact for customer technical escalations, ensuring timely and
effective resolution of complex or high-priority issues.
Analyze team metrics, SLAs, and customer support trends to implement scalable strategies that
improve response quality and operational efficiency.
Proactively research and adopt new support tools and technologies that enhance team productivity
and service quality.
Support career growth and retention through coaching, mentoring, and continuous learning
opportunities.
Promote and enforce best practices, process improvements, and documentation standards
across the team.
Collaborate cross-functionally with Product, Engineering, and Customer Success to escalate
systemic issues and prioritize long-term fixes.
Lead customer-facing support reviews and QBRs, ensuring open communication around issue
trends, resolution plans, and areas of improvement.
Translate technical feedback and customer pain points into actionable product or
documentation enhancements.
Required Qualifications and Skills
7+ years of relevant experience in technical support or customer success roles, including
experience managing escalations.
Demonstrated success leading support teams in fast-paced, high-growth environments.
Strong analytical, organizational, and problem-solving skills.
Excellent communication and interpersonal abilities, with the capacity to engage both technical
and non-technical audiences.
Solid understanding of networking concepts and tools used in network troubleshooting.
Bachelor's degree in Computer Science or a related technical discipline (or equivalent
experience).
Ability to manage multiple priorities and deadlines in a high-pressure environment.
Proven track record of proactively identifying risks and implementing 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.