Technical Support Manager

Job Summary

A company is looking for a Manager of Technical Support.

Key Responsibilities

• Manage and develop a team of Technical Support Specialists to resolve advanced customer cases
• Guide resolution strategies for complex issues and ensure clarity in technical communication
• Monitor performance metrics and drive continuous improvement in support operations

Required Qualifications

• 5-7 years of experience in technical or customer support, with 2+ years in people management
• Experience with technically complex products and understanding of product behavior and API workflows
• Knowledge of support operations, including SLAs, escalation paths, and team metrics
• Proven ability to coach and develop technical skills within a team
• Interest in leveraging AI to enhance support workflows and improve customer experiences