Manager, Technical Support

The Manager, Technical Support, will build and lead our new Technical Support function as we transition to a SaaS ready, tiered support model. This role is responsible for building and managing a high performing technical team dedicated to cloud service health, API and customization incidents, platform reliability, and problem management.

This role is customer-facing when necessary and requires extensive experience communicating directly with senior business and technical leaders in our customer base. The successful candidate must demonstrate confidence in high-stakes conversations, including executive briefings, incident updates, and postmortem reviews.

The Technical Support Manager partners closely with the Technical Product Manager to improve triage quality, gatekeep engineering effort, and convert recurring incidents into systemic product and platform improvements.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.