Senior Manager, Technical Support

📋 Description

• Lead the evolution of a global technical support organization supporting enterprise customers

🎯 Requirements

• 5+ years of experience in technical or customer support, including at least 3 years managing
• Proven experience leading AI-powered support initiatives, including automation workflows, virtual
• Strong background in team leadership, performance management, coaching, goal setting, career
• Ability to build, scale, and improve support organizations through hiring, onboarding, processes
• Experience using quantitative metrics for support operations (resolution time, escalation rates
• Strong technical troubleshooting across IT infrastructure: email delivery, DNS, networking basics

🎁 Benefits

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