Manager of Support and Services

About the role

Lime Technology is seeking a Manager of Technical Support and Services to lead our customer support function, technical escalation practices, partner support, and professional services delivery. Reporting to the VP of Quality & Support, this role is responsible for the day-to-day leadership, operations, and continuous improvement of our support function.

Responsibilities

• Manage, coach, and develop a growing team of support professionals (3+).
• Delegate work effectively across the team, ensuring priorities, ownership, deadlines, and follow-up expectations are clear.
• Establish regular operating rhythms for team check-ins, ticket review, escalation review, performance follow-up, and continuous improvement.
• Foster a collaborative, inclusive, and psychologically safe team environment where support professionals can do excellent technical work, learn from one another, and continuously improve.
• Build scalable training programs that strengthen technical expertise, quality practices, troubleshooting judgment, and continuous improvement habits across the team.
• Develop and maintain internal troubleshooting frameworks, escalation playbooks, and support standards that raise the technical floor of the support organization.
• Collaborate with the VP of Quality & Support on budgeting, headcount planning, resource planning, and growth planning for Support and Services.
• Attend and support company offsites to strengthen team cohesion, cross-functional relationships, and shared understanding of customer needs.
• Evaluate, implement, and improve support platform integrations and workflows across ticketing, monitoring, community, knowledge management, and customer communication systems.
• Design and maintain quality, feedback, and performance monitoring systems across key support metrics, including CSAT, NPS, CES, time to first response, time to resolution, ticket inflow versus closure rates, defect trends, and escalation trends.
• Own the day-to-day operations of Lime Technology’s customer support function, spanning individual prosumers, community users, professional customers, and partners.
• Define and enforce internal and customer-facing SLAs, and build the processes, accountability structures, and reporting rhythms needed to meet them.
• Provide hands-on diagnosis and resolution for complex, high-severity, or ambiguous customer issues alongside the team, not just oversight.
• Partner with the VP of Quality & Support and the Head of Operations & Automation to establish a roadmap for AI and automation investment, balancing quick wins with durable infrastructure that produces reliable, deterministic outcomes.
• Turn AI-generated and automation-supported insights into practical recommendations, process improvements, and support team workflows.
• Partner with Engineering and Quality on bug escalation, root cause analysis, and resolution of systemic issues surfaced through support.
• Partner with Product and Documentation to identify knowledge gaps, improve customer-facing resources, and ensure support insights inform product decisions and release readiness.
• Partner with Sales and Marketing on services enablement by providing technical input on scope, feasibility, delivery expectations, customer fit, and support implications.
• Communicate cross-departmental priorities, blockers, follow-ups, and decisions clearly so work moves forward and accountability does not get lost between teams.
• Champion customer-centricity and serve as the voice of the customer across Engineering, Product, Quality, Documentation, Marketing, Sales, Operations and Leadership.
• Translate support data and customer patterns into actionable product and engineering feedback, including reproduction steps, documentation gaps, recurring pain points, defect patterns, escalation trends, and roadmap implications.
• Build clear communication loops between Support and other departments so customer issues, partner needs, service delivery insights, product risks, and support trends are visible to the right people at the right time.

Qualifications

• Experience leading a technical support team, managing performance, and developing team members.
• Proven track record of improving support processes, tools, and systems.
• Strong technical skills in areas such as Unraid OS, ZFS, Linux system internals, Docker, VMs, networking, and integration into customer environments or existing infrastructure.
• Ability to diagnose and resolve complex technical issues, including high-severity and security-adjacent support issues.
• Experience with AI and automation tools and their application in support operations.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with customers, partners, and internal stakeholders.
• Ability to translate customer feedback into actionable product and engineering feedback.
• Experience with customer relationship management (CRM) tools and systems.

Benefits

Compensation: Manager I $80,000 - $140,000 (meets requirements) Manager II $120,000 - $175,000 (meets requirements and preferences)

Pay

$80,000 - $175,000 annually

Schedule

Remote; North American Time Zones Preferred