Manager, Technical Support in United States at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Technical Support based in United States.

This role is responsible for leading a high-performing technical support organization that ensures customers can effectively use a complex, enterprise-grade SaaS platform. You will oversee daily support operations while also shaping long-term strategy around scalability, efficiency, and customer experience. The position combines people leadership, operational rigor, and technical depth, with direct impact on customer trust and satisfaction. You will work closely with Engineering, Product, and Customer Success teams to resolve escalations, improve tooling, and strengthen product supportability. This is a hands-on leadership role where you will coach talent, refine processes, and elevate support performance in a fast-paced, high-growth environment. You will also play a key role in turning customer insights into actionable improvements across the product and support ecosystem. The ideal candidate thrives in an environment where speed, accountability, and continuous improvement are central to success.

• Lead, mentor, and develop a team of Technical Support Engineers, ensuring strong performance management, coaching, and career growth
• Oversee daily support operations including ticket queues, SLAs, case quality, staffing coverage, and escalation workflows
• Act as escalation point for high-priority customer issues, ensuring timely resolution and clear, consistent communication
• Partner with Engineering, Product, and Customer Success teams to resolve complex technical issues and improve customer outcomes
• Design and continuously improve support processes, runbooks, escalation paths, and operational frameworks for scalability
• Analyze support metrics, trends, and customer feedback to identify friction points and drive operational and product improvements
• Ensure the team is equipped to troubleshoot issues across APIs, integrations, identity systems, cloud environments, and platform workflows
• Support hiring, onboarding, workforce planning, and organizational scaling efforts as the team grows

Requirements:

• 5+ years of experience in technical support, support engineering, solutions engineering, or similar SaaS/B2B technical roles
• 2+ years of experience managing or leading technical support or customer-facing technical teams
• Strong understanding of APIs, SaaS integrations, authentication systems, and cloud environments such as AWS, Azure, or GCP
• Proven experience managing escalations and driving cross-functional resolution of complex technical issues
• Experience improving support operations through process design, metrics, tooling, documentation, and training
• Strong communication skills with the ability to engage effectively with customers, executives, and internal stakeholders
• Demonstrated ability to build, coach, and scale high-performing technical teams
• Data-driven and customer-obsessed mindset with strong problem-solving and prioritization skills
• Ability to thrive in a fast-paced environment with shifting priorities and high ownership expectations

Benefits:

• Competitive base salary ranging from 100,600 to 155,295 USD depending on location tier and experience
• Equity participation through stock options or Restricted Stock Units (RSUs)
• Comprehensive health coverage including medical, dental, and vision plans with strong employer contribution
• 401(k) retirement plan and financial wellness support programs
• Paid parental leave and family-building benefits, including fertility support resources
• Flexible paid time off and paid holidays to support work-life balance and recovery
• Professional and personal development stipends to support continuous learning and career growth
• Remote-first work flexibility within the United States