Job Description
Role Overview
As the Technical Support Manager, you will lead a high‑performing team of Technical Support Engineers responsible for ensuring the health and reliability of our customer lifecycle. You are the connective tissue between sellers, customers, and the engineering community. This hands‑on leadership role includes overseeing the support process, diving into complex technical investigations, and ensuring every issue is triaged, translated, and routed to the correct engineering squad for resolution.
Responsibilities
- Team Leadership: lead and mentor a team of Technical Support Engineers to deliver operational excellence and meet evolving business KPIs (e.g., TTR, First Response, Escalation Accuracy).
- Process Architecture: establish and refine end‑to‑end support workflows to ensure seamless communication between users of the systems (e.g., Sales/CS), level‑1 support, and engineering teams.
- Issues Orchestration: actively mon...