Sr. Manager, Technical Support (Remote)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Sr. Manager, Technical Support in California (USA).

As a Senior Manager in Technical Support, you will lead a globally distributed team dedicated to delivering exceptional post-sales support for enterprise customers. You will manage both individual contributors and team leaders, fostering a culture of high performance, accountability, and continuous improvement. This role requires balancing operational oversight with strategic initiatives, including coaching, workflow optimization, and driving process enhancements across support operations. You will serve as a trusted resource for resolving complex technical issues while influencing customer satisfaction and operational excellence. Collaborating closely with cross-functional teams, you will ensure that support strategies align with business objectives and customer needs. This position offers the opportunity to shape a high-impact support organization while mentoring a team of technical professionals in a dynamic, fast-paced environment.

Accountabilities:
• Lead and manage internal and partner support teams to provide enterprise-level post-sales technical support.
• Set clear objectives, evaluate performance, and coach managers and individual contributors to achieve team goals.
• Oversee day-to-day operations, including case management, escalations, and resource allocation.
• Develop and improve team standards, procedures, and workflows to enhance efficiency and customer satisfaction.
• Drive strategic initiatives and continuous improvement programs within the support organization.
• Foster a high-performance culture focused on teamwork, accountability, and customer excellence.
• Collaborate with internal stakeholders, cross-functional teams, and external partners to resolve complex issues and implement best practices.
• Maintain awareness of new SaaS product developments to provide technical guidance and operational insights.
• Conduct performance reviews, manage skills development, and promote open communication within the team.
• Ensure support operations align with organizational goals and metrics, including CSAT and service-level expectations.

Requirements

 • 7–10 years of experience in customer service or technical support, preferably within a fast-paced SaaS environment.
• 3–6 years of experience managing, mentoring, and providing feedback to individual contributors.
• Executive presence with the ability to brief internal and external stakeholders, including C-level executives.
• Strong leadership, communication, and interpersonal skills with a track record of fostering team engagement and high performance.
• Proven ability to manage complex technical issues, escalations, and support operations at scale.
• Experience working effectively in an agile support environment and collaborating with enablement, training, and operations teams.
• Demonstrated ability to take ownership, work independently, and drive initiatives to completion.
• Willingness to learn quickly and adapt to evolving processes and technologies.

Benefits

 • Fully paid health and life insurance for employees and family members.
• Monthly stipend to support work and productivity.
• Paid vacation and flexible time away programs.
• Generous paid maternity and paternity/adoption leave.
• Personal volunteer day to support community involvement.
• Professional growth opportunities, including access to online learning platforms.
• Company-funded perks, including counseling membership and software access.
• Remote work options from eligible locations.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.
When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.
The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.
Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.
Thank you for your interest!

#LI-CL1