Technical Support Manager - Remote

Overview

The Technical Support Manager will lead and develop a team of technical support engineers across AU and EU, ensuring high-quality support for Snowplow's customer data infrastructure products.

In Short

• Lead and develop a team of technical support engineers.
• Manage support operations including workflows and SLAs.
• Collaborate with Engineering, SRE, and Product teams.
• Support incident response and resolution across time zones.
• Identify opportunities to improve tooling and processes.
• Conduct hiring, onboarding, and performance reviews.
• Familiarity with cloud technologies such as AWS and GCP.
• Experience with tools like Zendesk and Jira.
• Ability to read logs and troubleshoot technical issues.
• Flexible management across multiple geographies.

Requirements

• Experience managing technical support or customer-facing teams.
• Confidence in coaching others through complex problems.
• Understanding of cloud infrastructure and performance.
• Ability to manage effective workflows and tagging systems.
• Experience with incident management and crisis leadership.
• Strong prioritization skills and calmness under pressure.
• A passion for technical support as a career.
• Experience with SQL and GitHub.
• Strong communication and collaboration skills.
• Willingness to work in a diverse team environment.

Benefits

• Competitive salary package including share options.
• Flexible working arrangements.
• Generous holiday allowance.
• MacBook and home office equipment allowance.
• Enhanced parental leave policies.