Technical Support Manager - Remote

Overview

As a Technical Support Manager, you will lead and empower a highly skilled Tier 2 technical support team to deliver exceptional support experiences and technical solutions.

In Short

• Lead and manage the Tier 2 technical support team (UK & US).
• Oversee troubleshooting and resolution of complex technical issues.
• Coordinate responses to high-impact technical incidents.
• Act as a technical escalation point for debugging and SaaS issues.
• Foster collaboration with engineering and product teams.
• Drive team adoption of monitoring tools like Datadog and AWS.
• Analyse support metrics to improve team performance.
• Stay updated on product features and challenges.
• Develop internal documentation and training materials.
• Promote a culture of continuous improvement within the team.

Requirements

• 3+ years of experience managing technical support teams.
• Strong understanding of SaaS platforms and APIs.
• Ability to identify root causes of complex technical issues.
• Excellent interpersonal and communication skills.
• Experience in analysing metrics for operational efficiency.
• Proficiency in CRM and issue tracking software.
• Commitment to exceptional customer experiences.
• Experience in the technology/software industry.

Benefits

• Competitive salary + stock options.
• Private Medical Insurance.
• Paid parental leave for primary and secondary caregivers.
• 25 days of annual leave + public holidays.
• Cycle to work scheme.
• Regular socials and company retreats.
• Generous referral scheme.
• Pension contribution/salary sacrifice.
• New computer + home office setup budget.
• Opportunity for career growth.