Senior Manager, Technical Support in United States Embassy 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 Senior Manager, Technical Support based in the United States.

Lead the evolution of a global technical support organization supporting enterprise customers through innovative technology, data-driven processes, and AI-powered solutions. In this role, you will oversee support operations, develop high-performing teams, and drive improvements across customer experience, escalation management, and self-service capabilities. You will collaborate closely with engineering, product, and customer-facing teams to ensure seamless issue resolution and continuous operational excellence. This is a strategic leadership opportunity for an experienced support professional who thrives on using metrics, automation, and innovation to transform support functions at scale.

• Own the overall health and performance of the technical support function, including resolution quality, escalation management, backlog efficiency, handoff processes, and customer self-service outcomes.
• Lead and coach a global team of support engineers responsible for advanced technical escalations across SaaS platforms, integrations, authentication, configurations, and enterprise customer environments.
• Manage support operations through measurable performance indicators, including SLAs, resolution times, escalation rates, support trends, and operational improvements.
• Provide leadership for critical customer escalations, maintaining strong relationships with enterprise accounts and ensuring timely, effective resolutions.
• Partner with engineering and product teams to improve issue triage, defect resolution workflows, and customer-driven product enhancements.
• Design and optimize support processes, routing strategies, and operational workflows to improve efficiency while maintaining exceptional customer experiences.
• Own AI-driven support initiatives, including virtual agents, automated workflows, response improvements, and AI-powered analysis of customer interactions.
• Develop and maintain knowledge management strategies, including documentation, self-service resources, and content improvements based on customer support trends.
• Deliver regular reporting and insights to leadership on support performance, customer health, operational challenges, and improvement opportunities.
• Support innovation by leveraging AI tools to create solutions, automate workflows, and enhance customer support capabilities.

• 5+ years of experience in technical or customer support, including at least 3 years managing support teams within a B2B SaaS environment.
• Proven experience leading AI-powered support initiatives, including automation workflows, virtual agents, AI-based customer interaction analysis, and measurable process improvements.
• Strong background in team leadership, including performance management, coaching, goal setting, career development, and promotion recommendations.
• Demonstrated ability to build, scale, and improve support organizations through hiring, onboarding, operational processes, and team development.
• Experience managing support operations using quantitative metrics such as resolution time, escalation rates, backlog health, and service performance indicators.
• Strong technical troubleshooting knowledge across IT infrastructure, including email delivery, DNS, networking fundamentals, VPNs, proxies, firewalls, REST APIs, authentication methods, and system integrations.
• Experience managing enterprise customer escalations and collaborating with engineering teams on technical investigations and defect resolution.
• Excellent communication skills with the ability to adapt messaging for technical teams, customers, executives, and cross-functional stakeholders.
• Experience building knowledge bases, self-service programs, or customer enablement initiatives is preferred.
• Familiarity with GRC, third-party risk management, compliance software, Salesforce administration/reporting, or related platforms is a plus.
• Experience creating AI-powered tools, applications, or workflow improvements through AI development approaches is considered an advantage.

• Competitive salary range of $105,000 - $145,000 plus bonus based on experience.
• Fully remote work opportunity for candidates located in the United States.
• Opportunity to lead a global technical support organization and influence customer experience strategy.
• Exposure to cutting-edge AI-driven support technologies and automation initiatives.
• Collaborative environment working closely with engineering, product, and customer success teams.
• Opportunity to shape support processes, team growth, and operational excellence at scale.
• Professional growth opportunities within a technology-focused organization.