Senior Manager, Technical Support - US

📋 Description

• Lead and develop Technical Support managers and senior contributors.
• Own strategy and execution of support ops, SLAs, staffing.
• Act as senior escalation point for critical issues.
• Partner with Eng, Product, CS to improve supportability.
• Build scalable support processes, workflows, escalation frameworks.
• Use metrics and customer feedback to drive improvements.

🎯 Requirements

• 8+ years in technical support in SaaS/B2B.
• 4+ years people management of managers/senior teams.
• Experience handling complex escalations cross-functionally.
• APIs, SaaS integrations, auth, identity systems, AWS/Azure/GCP.
• Scale ops via process design, metrics, docs, training.
• Strong communication and data-informed leadership.

🎁 Benefits

• Stock equity (RSUs) for shared success.
• Health & wellness: employer-paid premiums.
• Pension plan with employer contributions.
• Parental leave, fertility and family-building benefits.
• Growth stipends and internal learning opportunities.
• Flexible vacation policy and paid holidays.