Technical Support Manager - Remote

Overview

The Technical Support Manager leads a team of Support Engineers responsible for resolving customer issues, ensuring platform stability, and driving continuous improvement across Accela’s support operations.

In Short

• Lead and mentor a team of Support Engineers.
• Manage day-to-day support operations.
• Partner with Engineering and Product teams.
• Review case quality and documentation.
• Implement and refine key processes.
• Track and analyze performance metrics.
• Facilitate coaching sessions and career development.
• Promote a culture of collaboration.
• Contribute to knowledge management.
• Serve as an escalation point for customer issues.

Requirements

• 5–8 years of experience in SaaS or enterprise software support.
• Technical foundation in web technologies.
• Success in driving metrics-based performance.
• Excellent communication skills.
• Experience collaborating with various organizations.
• Strong analytical skills with reporting tools.

Benefits

• Annual base salary range of $110,000-$120,000.
• Annual bonus target based on performance.
• Flexible time off.
• Comprehensive medical, dental, and vision plans.
• 401(k) retirement savings plan with company match.
• Health savings account with contributions.
• Life, accident, and disability coverage.
• Employee assistance programs.
• Business travel insurance.
• Other well-being benefits.