Technical Support Manager
Skills
- Proven experience debugging APIs and diagnosing complex SaaS issues
- Ability to read and analyze logs and technical telemetry
- Experience defining and managing SLAs and escalation paths
- Strong operational skills: reporting, metrics, and dashboarding
- Excellent verbal and written communication for technical and non-technical audiences
- People management and mentoring experience
Responsibilities
- Lead, mentor, and grow a technical support team with clear expectations, SLAs, and career paths
- Define and manage internal SLAs, escalation processes, and operational playbooks with Product and Engineering
- Develop global support strategy balancing quality, coverage, and efficiency
- Build dashboards and reporting to track SLA adherence, ticket trends, and product feedback loops
- Act as a hands-on escalation point: reproduce issues, analyze logs, and communicate findings to engineers and customers
- Drive root-cause analysis and ensure product/documentation improvements based on customer feedback
- Strengthen cross-functional handoffs between GTM, Product, and Engineering
Education
- Bachelor’s degree in Computer Science, Engineering, or related field preferred
- Or equivalent practical experience in technical support or support engineering
Benefits
- Comprehensive medical, dental, and vision coverage including One Medical membership
- Paid parental leave
- Flexible Spending Account (FSA)
- Traditional and ROTH 401(k) retirement planning
- Market-benchmarked equity and competitive total rewards
- Flexible time off and supportive growth-oriented culture
- Employee assistance program (mental health benefits)
Average salary estimate
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