Sr. Manager, Technical Support

For our client, we are seeking a Sr. Manager Technical Support to join the team of a leader in the Enterprise Technology space. This role will lead work at the intersection of data, AI-enabled capabilities, and scalable technology delivery. You will work across engineering, product, operations, and business stakeholders to translate complex requirements into practical technology solutions. The position offers the opportunity to influence architecture, execution quality, and the technology capabilities that enable long-term growth within a technology-driven environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $110,000 – $130,000 annually

Responsibilities

• Lead and manage global support teams, setting performance expectations and priorities
• Own key KPIs like TTR and CES to enhance service quality
• Evaluate and improve workflows, tools, and resources for better efficiency
• Establish effective case and escalation practices to provide insights to stakeholders
• Champion AI and automation solutions to optimize support workflows
• Coach support managers and team members for accountability and growth
• Collaborate across teams to represent customer feedback and drive improvements
• Develop programs for enhancing the scalability and effectiveness of support operations

Qualifications

• 8+ years in technical support or related fields, with 3+ years in leadership roles
• Proven leadership in global technical support operations, preferably in SaaS or enterprise tech
• Track record managing Support KPIs and driving continuous improvement
• Strong analytical skills to transform data into actionable insights
• Experience in coaching and developing high-performing teams
• Cross-functional leadership skills, especially with Product and Engineering teams
• Familiarity with AI tools and technology solutions to boost efficiency

Benefits

• Flexible paid time off for salary employees
• 10 company-paid holidays plus additional paid days off
• Comprehensive health benefits including 100% paid vision coverage
• 401k plan provided through Fidelity
• Paid parental leave from day one of employment
• Employer-paid short and long term disability and life insurance
• Access to various employee assistance and well-being programs

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.