Sr Manager, Tech Support (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Sr Manager, Tech Support in the United States. We are seeking a results-driven Sr Manager, Tech Support to lead a team of experienced technical support engineers in delivering world-class customer service. This role involves managing day-to-day operations, coaching and mentoring team members, and ensuring the resolution of complex technical issues in collaboration with cross-functional teams such as Engineering, Customer Success, and Professional Services. The position emphasizes data-driven decision-making, process optimization, and continuous improvement, while maintaining a high standard of customer satisfaction. The ideal candidate is a technical leader with extensive experience in enterprise-level support, strong managerial skills, and a passion for developing people and processes. You will be instrumental in shaping support strategies, driving efficiency, and fostering a culture of collaboration and excellence.

Accountabilities:

• Lead and mentor a team of technical support engineers, providing coaching, guidance, and career development plans.
• Oversee daily operations of the support team, including prioritization and resolution of incoming cases and service requests.
• Analyze team performance using data, identifying trends and opportunities for improvement.
• Develop and implement best practices, processes, and procedures to enhance support efficiency and customer experience.
• Manage escalated customer issues, coordinating resources across teams to ensure timely and effective resolution.
• Collaborate with global teams to ensure consistent support standards and uniform customer experience.
• Contribute to the development and continuous improvement of Intelligent Swarming and Knowledge Centered Support programs.

12+ years of experience providing technical or application support at the enterprise level.

• Strong experience triaging and analyzing complex customer issues.
• Proven ability to work cross-functionally across multiple teams to resolve technical problems.

Knowledge of DevOps best practices and Identity & Access Management (IAM). Familiarity with Intelligent Swarming and Knowledge Centered Support methodologies. Experience leading and coaching teams of 5+ engineers. Skilled in using data for performance assessment, reporting, and process improvement. Excellent interpersonal and communication skills with a strong customer service orientation. Collaborative team player capable of managing multiple priorities and driving results. Competitive salary range: $148,640 – $185,800 USD (dependent on experience and location). Generous PTO and holiday schedule. Parental leave and flexible working arrangements. Comprehensive healthcare options including medical, dental, and vision coverage. Retirement programs and education reimbursement opportunities. Supportive, inclusive work environment emphasizing growth, development, and collaboration. Engagement in global volunteering and community initiatives. Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching. When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly. 🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements. 📊 It compares your profile to the job’s core requirements and past success factors to determine your match score. 🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role. 🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed. The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team. Thank you for your interest! #LI-CL1