Technical Support Manager

We are looking for an experienced Technical Support Manager. As the Technical Support Manager, you will be responsible for leading and mentoring a team of technical support specialists taking care of our SMB, Mid-Market and Enterprise customers. Your role will involve ensuring high-quality customer service, managing escalated issues, and driving improvements in support processes. You will play a crucial role in maintaining customer satisfaction and operational efficiency.

Responsibilities:

• Lead and develop a team of technical support specialists, fostering a culture of excellence and continuous improvement.
• Oversee daily operations to ensure timely and effective resolution of customer issues.
• Manage escalated customer issues and coordinate across teams for resolution.
• Continually analyze support metrics to identify areas for process improvement and implement solutions.
• Ensure all customer interactions are handled professionally and in a manner that enhances customer satisfaction.
• Conduct regular team meetings and training sessions to keep the team updated on new products and technologies.
• Collaborate with other departments to align support strategies with business objectives.
• Maintain comprehensive documentation of support processes and best practices.

Requirements:

• 5+ years in technical support or similar roles B2B customer facing roles.
• 2+ years as a team leader or manager in technical support or customer service.
• Demonstrated experience with SMB, Mid-Market and Enterprise customer profiles
• Demonstrated leadership and communication skills, with the ability to motivate and guide a team.
• Technical acumen in the following areas:
• REST API fluency and hands-on debugging - able to read, replicate, and troubleshoot customer API calls across a wide variety of end points, including parsing JSON responses, interpreting HTTP status/error codes, and testing with cURL or Postman.
• Javascript and SDK debugging - ability to review and troubleshoot common issues using the browser’s debugging tools, network waterfall inspection and CORS/CSP troubleshooting.
• Fraud-scoring and threat-intel domain knowledge - able to explain why a given score fired, walk customers through custom rules with allowlist and blocklist settings, and handle the single most common escalation type: false-positive disputes on legitimate users.
• Third-party and enterprise integration troubleshooting - familiarity with SIEM and data-pipeline connectors, plus threat intelligence feed delivery, bulk/batch file processing, and typical eCommerce or payment-platform plugins.
• Experience with support tools and ticketing systems.
• Excellent problem-solving skills and the ability to handle challenging situations.
• Strong organizational and time-management skills to handle multiple priorities effectively.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Support tooling and metrics ownership - administering a ticketing platform (Zendesk/Jira Service Management or similar), building an internal and customer-facing knowledge base, and reporting on SLA, first-response, and CSAT figures for an enterprise customer base that includes many Fortune 500 businesses among 3,500+ companies.

Extra Points for:

• Proficiency in operating systems including, Windows, macOS, and Linux.
• Technical Acumen in the following areas:
• Social engineering attacks at a broad scale
• Secrets management
• How to build and maintain a web server/application backend, etc.
• High-level understanding of compliance/GDPR/various laws/regulations, etc.
• Docker, Docker networking, Docker deployment (K8s also helpful)
• Able to read programming languages (Javascript, PHP, Python, Java preferred)
• Understanding of IPQualityScore’s APIs, frameworks or other utilities.

Pay and Beneifts:

• Salary Range: $95,000-$125,000
• Flexible schedule and Flexible Time Off
• This role is for U.S. residents only
• Employees receive access to Medical, Dental, Vision and Life Insurance and 401k benefits

We offer competitive salary, flexible working hours, and a great work-life balance. If you are a highly motivated individual with a passion for anti-fraud software, we would love to hear from you.

To apply, please fill out the form below and we'll be happy to consider your application. We are an equal opportunity employer and welcome applicants from all backgrounds.

No agencies, please!

Pay: $95,000.00 - $125,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Work Location: Remote