Manager, Technical Support - US

📋 Description

• Lead, coach, and develop a team of Technical Support Engineers.
• Manage daily support ops: queue health, case quality, and SLAs.
• Oversee escalation handling and staffing coverage.
• Partner with Engineering, Product, CS to improve resolutions.
• Establish and refine support processes, runbooks, and escalations.
• Use metrics to identify trends and drive improvements.
• Equip team to troubleshoot APIs, integrations, SSO/SCIM, and cloud workloads.
• Hire, onboard, and design org structure as the team scales.
• Review escalations and feedback to surface product gaps.
• Foster accountability and continuous improvement.

🎯 Requirements

• 5+ years in technical support or similar customer-facing SaaS role.
• 2+ years of people management leading technical teams.
• Strong experience managing escalations and cross-functional resolution.
• APIs, SaaS integrations, authentication protocols, identity systems.
• Cloud environments such as AWS, Azure, and GCP.
• Improve operations via process design, metrics, and tooling.
• Strong written and verbal communication with customers and execs.
• Coaching experience building a high-performing team culture.
• Customer-obsessed, organized, data-informed problem solving.
• Comfortable in a fast-paced environment with evolving priorities.
• Experience with security/compliance or GRC products.
• Familiarity with SOC 2, ISO 27001, HIPAA, GDPR.
• Experience with Zendesk, Intercom, Jira, Slack, and KB systems.
• Background building or scaling global support coverage and escalations.

🎁 Benefits

• Equity through stock ownership tied to company growth.
• 100% employer-paid premiums for medical, dental, and vision.
• 401(k) plan with employer contributions and life/disability insurance.
• Paid parental leave after six months and family-building benefits.
• Growth and development stipends and internal learning opportunities.
• Flexible vacation policy and time off to recharge.