Technical Support Manager - Remote

Overview

The Technical Support Manager will lead a team of support engineers in Australia, focusing on exceptional customer service and operational excellence.

In Short

• Lead and mentor technical support engineers.
• Ensure efficient issue resolution and high customer satisfaction.
• Identify training needs for team development.
• Monitor daily activities and workload distribution.
• Drive performance based on defined KPIs.
• Provide managerial oversight and serve as an escalation channel.
• Implement Knowledge-Centered Support practices.
• Collaborate with other departments to refine support processes.
• Review case updates and provide coaching to team members.
• Conduct customer follow-ups to maintain service excellence.

Requirements

• 10–15 years of technical experience in IT, networking, or cybersecurity.
• 5+ years of management experience in technical or customer support.
• Strong understanding of network protocols and security technologies.
• Experience with cloud platforms like AWS, Azure, or GCP.
• Proven troubleshooting skills in enterprise environments.
• Excellent communication and problem-solving skills.
• Demonstrated leadership experience in high-performance environments.
• Relevant technical certifications are desirable.

Benefits

• Opportunity to shape a high-performing support team.
• Engagement in continuous improvement initiatives.
• Collaboration with cross-functional teams.
• Career development opportunities in a growing company.
• Work in a customer-centric culture.