Technical Support Manager

Your opportunity

We are looking for an experienced Technical Support Manager to cultivate and lead a collaborative, deeply technical engineering team dedicated to delivering an exceptional, memorable customer experience. Working closely with the Vice President of EMEA & APJ Support Engineering, this leader will hold accountability for their team's operational goals while partnering across the wider customer experience landscape, including Engineering, Product, and Go-To-Market (GTM) teams.

Our management team thrives on a foundation of equity, growth, and intersectional diversity. We are committed to building an environment where everyone can bring their authentic selves to work. We value leaders who possess a track record of learning from complex challenges, fostering positive culture, and showing deep dedication to the success of others.

What you'll do

• Empower & Develop: Coach and mentor a highly skilled team of support engineers, facilitating individual career progression and fostering a team dynamic where everyone has the opportunity to do their best work.
• Operational Leadership: Guide day-to-day operations to ensure team structures adapt dynamically to evolving customer and business needs.
• Strategic Collaboration: Partner with the global Support Management cohort to collectively achieve service level objectives and champion initiatives that drive customer satisfaction and supportability.
• Advocate for the Customer: Act as a dependable point of contact for customer escalations, ensuring critical issues are effectively resourced, investigated, and brought to a timely resolution.
• Drive Progress: Lead cross-functional programs and projects, iterating on operational strategies to simplify processes and deliver high-impact business outcomes.
• Operational Continuity: Participate in an on-call rotation to maintain premier service delivery standards.

This role requires

• Proven Management Expertise: Proven experience in leading people, nurturing talent, and running operational strategies for responsive technical support teams.
• Inclusive Leadership Focus: A clear dedication to cultivating a supportive, positive culture where metrics are balanced with employee satisfaction and collaborative growth.
• Analytical Problem Solving: Proficiency in gathering, interpreting, and leveraging data to identify systemic problems, optimize workflows, and drive continuous process improvements.
• Empathetic Communication: Strong interpersonal and coaching skills, with the ability to bridge technical complexities and business requirements while bringing teams along on strategic journeys.
• System Familiarity: Practical experience navigating enterprise operational platforms and customer support ecosystems (such as Salesforce, ServiceCloud, Google Workspace, or Tableau).

Bonus points if you have

• Prior experience managing support delivery within a high-tech, fast-growth SaaS environment.
• Proven capability collaborating with international or multi-functional stakeholders to align product roadmaps with customer health indicators.
• Familiarity with software industry trends, modern observability solutions, or Application Performance Management (APM) systems.

Please note that visa sponsorship is not available for this position.