Technical Support Manager

The Elevator Pitch 

Evolv is looking for a Technical Support Manager to lead and empower our growing team of Level 1 Technical Support Associates. In this role, you will oversee frontline support operations, coach, and develop team members, and ensure our customers, partners, and field service engineers receive exceptional service. You’ll act as a strategic leader and trusted advisor in Evolv’s technology—helping keep people safe in schools, hospitals, stadiums, and beyond. Your team will support Evolv Express, our advanced weapon detection system, and our cutting-edge data analytics portal. You’ll be instrumental in shaping how we deliver support and scale our impact. 

Success in the Role: What are performance outcomes over the first 6-12 months you will work toward completing? 

In the first 30 days, you will: 

• Familiarize yourself with Evolv’s service and support model, with identification of strengths and prioritization of weaknesses to address. 

• Identify and begin to form relationships with the key service and support stakeholders, including, Quality, Engineering, Product Management, and field-facing stakeholders. 

• Develop an understanding of existing reporting capabilities and dashboards. 

• Begin to create and foster a customer-first culture, providing leadership, coaching development, and performance management. 
  

Within 3 months, you will: 

• Begin to develop continuous improvement plans for reducing escalation durations, time to repair, time to acceptance, and building a first-time-right mentality. 

• Start to make concrete recommendations for how Evolv’s service and support business can scale, including ideas for how to work more effectively with key stakeholders.  
  

By the end of the first year, you will: 

• Be viewed as a trusted leader, excellent collaborator, and teammate across all levels of the organization. 

• Have a robust set of metrics and KPIs that inform continuous improvement and customer satisfaction. 

• Collaborate with executive leadership to align service strategies with broader business goals and ensure/advocate for appropriate people, process, technology investments. 

• Exhibit exceptional strategic thinking, problem-solving, and decision-making skills. 

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? 

Leadership: 

• Lead and inspire a diverse team. 

• Foster a collaborative and high-performance culture, encouraging professional growth and development. 

• Promote knowledge sharing and best practices to ensure consistent service delivery across all regions. 

• Elevate the entire team function toward exceptional delivery with a “can do” culture of efficiency, customer focus and creative problem solving. 

Customer Relationship Management: 

• Build and nurture strong relationships with key clients, understanding their needs and concerns. 

• Collaborate with sales and account management teams to elevate the Voice of Customer as it relates to delivery and development of necessary and routine field service work. 

• Address escalated customer issues promptly and effectively, ensuring swift resolution and customer satisfaction. 

Collaboration: 

• Work closely with other department heads, including sales, marketing, product development, and operations, to ensure seamless cross-functional alignment. 

• Provide valuable insights and recommendations to enhance product offerings based on customer feedback and market demands. 

What is the leadership like for this role? What is the structure and culture of the team? 

You will be leading our Level 1 Technical Support team and report directly to the Senior Manager, Support.  We offer a collaborative, mission-driven environment where innovation thrives, careers grow, and every employee plays a vital role in protecting lives through technology. 

Where is the role located? 

This role is based out of the HQ in Waltham, Massachusetts. Although we offer flexibility to work remote, expectations are you come into the office at least 3 day per week. 

Compensation and Transparency Statement 

The base salary range for this full-time position is $92,000- $148,000. In addition to base salary, this role offers a competitive target bonus, equity, and a comprehensive benefits package. This range reflects our commitment to pay transparency and equity, in alignment with applicable state laws. Our compensation ranges are determined based on factors such as role, level, location, market benchmarks, and internal equity. The posted range represents the good-faith estimate of what we expect to pay for this role across U.S. locations. Actual compensation within the range will be based on the candidate’s skills, experience, education, and geographic location.  

In accordance with state and local pay transparency laws—including those in California, Colorado, Massachusetts, New York, New Jersey, and others—we disclose salary ranges in all job postings and provide additional information upon request.  

During the hiring process, your recruiter will share:  

• The specific salary range for your preferred location  

• A general overview of our benefits and equity offerings  

• Insights into how compensation decisions are made, including factors that influence starting pay  

We are committed to fair pay practices, and we regularly review our compensation programs to ensure they are competitive, equitable, and aligned with our values. 

At Evolv, we’re on a mission to help make public spaces safer through innovative security technology. So, we're looking for future teammates who embody our values, people who:   

• Do the right thing, always;   

• Put people first'   

• Own it;   

• Win together; and continue to    

• Be bold, stay curious.   
     

Our Benefits Include:   

• Equity as part of your total compensation package   

• Medical, dental, and vision insurance   

• Health Savings Account (HSA)     

• A 401(k) plan (and 2% company match)   

• Flexible Paid Time Off (PTO)- take the time you need to recharge, with manager approval and business needs in mind  

• Quarterly stipend for perks and benefits that matter most to you   

• Tuition reimbursement to support your ongoing learning and development   

• Subscription to Calm   

Evolv Technology (“Evolv”) is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We welcome and encourage diversity in the workplace, and all employment decisions are made without regard to race, color, religion, national, social or ethnic origin, sex (including pregnancy), age, disability, HIV Status, sexual orientation, gender identity and/or expression, veteran status, or any other status protected by law in the locations where we operate. Evolv will not tolerate discrimination or harassment based on any of these characteristics.  

Evolv is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. If you need a reasonable accommodation as part of the job application process, please connect with us at [email protected].  

Evolv participates in E-verify for all employees after the completion of Form I-9.