Manager, Technical Support - US

Responsibilities

• Lead and develop a team of Technical Support Engineers, providing feedback and career development
• Manage daily operations, including case quality, escalation handling, and SLA adherence
• Serve as a leadership escalation point for high-priority customer issues and ensure timely resolutions
• Collaborate with Engineering and Product teams to enhance issue resolution and customer outcomes
• Establish and refine support processes to improve efficiency and customer experience
• Analyze support metrics to identify trends and drive operational improvements
• Ensure the team is well-equipped to troubleshoot complex technical issues involving integrations and APIs

Qualifications

• 5+ years of experience in technical support or a similar customer-facing technical role in a SaaS or B2B environment
• 2+ years of experience in leading technical support teams
• Strong expertise in managing escalations and driving resolutions across teams
• Working knowledge of APIs, cloud environments (AWS, Azure, GCP), and identity systems
• Prominent skills in improving support operations through design, documentation, and training
• Strong communication skills to interact with diverse stakeholders effectively
• A data-informed approach to problem solving and decision-making

Benefits

• Shared equity program allowing employees to share in company success and growth
• 100% employer-paid premiums for medical, dental, and vision coverage for employees and their dependents
• Comprehensive financial benefits, including a 401(k) plan and life/disability insurance
• Paid parental leave policy and family-building benefits available after six months of employment
• Generous stipends for professional and personal development, with access to internal learning opportunities
• Flexible vacation policy and paid holidays to support work-life balance