About the Role
Position Overview
The Manager, Technical Support, will build and lead our new Technical Support function as we transition to a SaaS‑ready, tiered support model. This role is responsible for building and managing a high‑performing technical team dedicated to cloud service health, API and customization incidents, platform reliability, and problem management.
This role is customer‑facing when necessary and requires extensive experience communicating directly with senior business and technical leaders in our customer base. The successful candidate must demonstrate confidence in high‑stakes conversations, including executive briefings, incident updates, and postmortem reviews.
The Technical Support Manager partners closely with the Technical Product Manager to improve triage quality, gatekeep engineering effort, and convert recurring incidents into systemic product and platform improvements.
Work Arrangement: Remote
Responsibilities
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