This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Technical Support - Content Management in United States.
This leadership role sits at the center of technical support operations for enterprise-grade content management, storage, and media asset infrastructure used in mission-critical environments.
You will lead a team of technical support specialists responsible for ensuring high availability, reliability, and performance of complex media systems for global customers.
The role combines hands-on technical escalation management with people leadership and operational ownership in a fast-paced, 24/7 support environment.
You will be accountable for SLA performance, ticket resolution quality, and continuous improvement of support processes and workflows.
A key part of your mission will be stepping into complex escalations, driving root cause analysis, and partnering with engineering and product teams to resolve systemic issues.
You will also shape team culture, develop talent, and ensure consistent global support coverage across time zones.
This is a highly impactful role where leadership, technical depth, and customer focus directly influence product reliability and customer success.
Accountabilities:- Lead, coach, and develop a team of technical support specialists, fostering accountability, collaboration, and continuous improvement.
- Oversee day-to-day support operations, ensuring SLA adherence across response time, resolution time, backlog, and customer satisfaction metrics.
- Manage global scheduling, shift coverage, and workload distribution to maintain continuous 24/7 support availability.
- Act as the primary escalation point for complex technical issues and drive resolution of high-impact customer problems.
- Conduct root cause analysis on recurring incidents and implement preventive measures to improve system reliability and reduce case volume.
- Monitor and optimize ticket queues using Salesforce Service Cloud, ensuring efficient prioritization and resolution of customer issues.
- Partner with engineering, product, and external vendors to resolve deep technical issues and improve product supportability.
- Oversee knowledge base quality, documentation standards, and internal training programs to strengthen team capability.
- Identify process improvements that increase efficiency, scalability, and overall support performance.
- Provide performance reporting and insights to leadership and cross-functional stakeholders on trends, risks, and opportunities.
Requirements:
- 7+ years of experience in technical support, IT operations, or software support roles with increasing responsibility.
- 3+ years of experience in people management, ideally leading technical support teams in a global or multi-shift environment.
- Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
- Strong troubleshooting and analytical skills with the ability to resolve complex, multi-system technical issues.
- Experience managing SLA-driven environments with strong operational discipline and performance accountability.
- Excellent communication skills with the ability to interact effectively with technical teams and executive stakeholders.
- Proven ability to lead teams through ambiguity while maintaining structure, focus, and performance standards.
- Experience collaborating cross-functionally with engineering, product, and customer-facing teams.
- Familiarity with enterprise infrastructure concepts such as storage systems, databases, networking, or APIs is strongly preferred.
- Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.
Benefits:
- Comprehensive medical, dental, and vision insurance coverage starting on day one.
- 401(k) retirement plan with up to 8% company match.
- Company-paid life and disability insurance.
- Flexible time off policy with generous paid holidays.
- Health savings account (HSA) contributions and flexible spending accounts.
- Additional benefits including legal support, accident, and critical illness coverage.
- Pet insurance coverage options.
- Remote-first work environment with autonomy and flexibility.
- Strong focus on career development and leadership growth opportunities.
- Collaborative culture emphasizing accountability, expertise, and customer impact.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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