Manager, Technical Support

📋 Description

• Own the day-to-day operation of the technical support function.
• Lead Technical Support Engineers to scale with the business.
• Partner with Product, Engineering, and TAM for feedback-driven improvements.
• Ensure timely, high-quality responses to customer issues.
• Monitor metrics like response time, resolution time, backlog health.
• Develop and coach a high-performing support team.

🎯 Requirements

• 3-5 years experience leading or mentoring a technical support team.
• Strong operational mindset with process improvement focus.
• Experience scaling support ops in a growing SaaS
• Familiarity with enterprise identity infra (Active Directory).
• Excellent cross-functional collaboration and communication.
• Authorized to work in the United States; visa sponsorship not provided.

🎁 Benefits

• Health/dental/vision/life insurance 100% for employee and family.
• Flexible time off policy.
• 10+ paid holidays annually.
• 401(k) with up to 4% company match.
• Remote work: $1,500 first-year setup allowance.
• Annual professional development budget.