Senior Manager, Technical Support

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Manager, Technical Support in United States.

The Senior Manager, Technical Support will lead and shape global support operations for a high-availability SaaS platform, ensuring exceptional service for enterprise and mission-critical customers. This role oversees multiple technical support teams, driving operational excellence, customer satisfaction, and continuous improvement initiatives. You will collaborate cross-functionally with Product, Engineering, and Customer Success teams to resolve complex issues, optimize workflows, and enhance service delivery. The position requires both strategic vision and hands-on leadership to scale support operations globally, implement efficient processes, and foster a culture of accountability, empathy, and technical excellence. You will be responsible for building and mentoring high-performing teams while maintaining robust metrics, KPIs, and reporting standards. This role offers the opportunity to have a significant impact on both customer experience and organizational resilience.

• Lead and mentor multiple technical support teams providing 24/7 support for SaaS platforms and products.
• Define, implement, and continuously improve support strategies to enhance customer satisfaction, retention, and operational efficiency.
• Manage escalation processes for critical incidents, ensuring timely resolution, communication, and post-incident reviews.
• Establish and monitor key performance metrics including response times, MTTR, CSAT, NPS, and SLA compliance.
• Partner with Product and Engineering teams to resolve systemic issues and drive product improvements.
• Develop readiness plans for new product launches, ensuring teams are trained and prepared for customer inquiries.
• Lead workforce planning, hiring, and professional development to scale support operations globally.
• Optimize support tools, knowledge bases, and automation initiatives to improve customer self-service and internal efficiency.
• Contribute to executive-level reporting and strategic planning for global support operations.

• Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s preferred).
• 8+ years of experience in technical support or SaaS operations, including 3+ years in senior management or multi-team leadership roles.
• Proven experience managing global support operations in a 24x7 SaaS environment.
• Strong technical knowledge of SaaS technologies, cloud infrastructure (AWS, Azure, GCP), APIs, and networking.
• Demonstrated leadership and experience building, mentoring, and scaling high-performing teams.
• Expertise in operational KPIs, customer satisfaction, and cross-functional alignment.
• Excellent communication, stakeholder management, and executive presentation skills.
• Experience with CRM and support tools such as Salesforce Service Cloud, Jira Service Management, or Zendesk.
• Familiarity with ITIL frameworks, incident management, and post-incident review processes.
• Bonus: Certifications such as ITIL, PMP, AWS Cloud Practitioner, or background in DevOps, Site Reliability, or Customer Success operations.
• Experience leading remote and international teams is highly desirable.

• Competitive salary with variable compensation opportunities.
• Comprehensive healthcare, dental, and mental health benefits.
• Parental leave and disability income benefits.
• Life and AD&D insurance.
• 401(k) plan with company match.
• Paid time off and fitness reimbursements.
• Opportunity to work with a global, diverse, and inclusive team in a fast-paced SaaS environment.

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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