Senior Manager, Technical Support

Jobgether • India

Remote

This Job is No Longer Active This position is no longer accepting applications

AI Summary

Lead and scale globally distributed technical support teams in a fast-paced SaaS environment. Drive strategic improvements in customer experience, team performance, and service delivery excellence. Requires 6+ years of technical support experience with significant people management.

Key Highlights

Senior leadership role managing distributed technical support teams

Focus on SLA/KPI performance and customer satisfaction

Coaching, mentoring, and talent development responsibilities

Collaboration with product, engineering, and training teams

Remote-friendly work environment with global collaboration

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Key Responsibilities

Lead and manage multiple globally distributed technical support teams, ensuring consistent delivery of high-quality enterprise customer support

Drive performance against SLAs and KPIs, ensuring operational targets such as resolution time, backlog reduction, and customer satisfaction are consistently met

Coach, mentor, and develop support engineers, fostering a high-performance culture centered on accountability, collaboration, and customer excellence

Oversee daily support operations including case management, queue oversight, escalation handling, and quality assurance reviews

Analyze performance metrics and customer feedback to identify trends, improve processes, and enhance overall support efficiency

Partner with training, product, and engineering teams to improve onboarding, release readiness, and knowledge sharing across the support organization

Drive continuous improvement initiatives to optimize workflows, tools, and support delivery processes

Participate in hiring and talent development efforts to build and scale high-quality support teams

Technical Skills Required

ticketing systems escalation management KPI-driven service delivery

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Benefits & Perks

Remote-friendly work environment with flexibility and global collaboration opportunities

Comprehensive health coverage supporting employees and their families

Competitive compensation aligned with experience and market benchmarks

Paid time off, holidays, and flexible work arrangements supporting work-life balance

Learning and development opportunities to support leadership growth and career progression

Inclusive, collaborative culture focused on trust, ownership, and performance excellence

Job Description

This is a senior leadership role responsible for managing and scaling globally distributed technical support teams within a fast-paced SaaS environment. You will oversee day-to-day support operations while driving strategic improvements in customer experience, team performance, and service delivery excellence. The role combines strong people leadership with operational accountability, requiring a balance of coaching, process optimization, and KPI ownership. You will work closely with global support leadership and cross-functional stakeholders to ensure high-quality resolution of customer issues and continuous improvement of support systems. This position plays a critical role in shaping a high-performance, customer-first culture across multiple teams. The environment is collaborative, metrics-driven, and focused on delivering exceptional enterprise-level support experiences at scale. You will also contribute to talent development, process maturity, and long-term operational efficiency across the support organization.

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