Sr Manager, Tech Support (Remote - US) at Jobgether

, , United States -

Full Time

Start Date

Immediate

Expiry Date

09 Feb, 26

Salary

185800.0

Posted On

11 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Team Leadership, Customer Success, Data Analysis, Process Improvement, DevOps Practices, Identity and Access Management, Communication Skills, Collaboration, Problem Solving, Escalation Management, Performance Metrics, Knowledge Centered Support, Intelligent Swarming, Service Quality, Efficiency

Industry

Internet Marketplace Platforms

Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Sr Manager, Tech Support in United States. We are seeking a dynamic and experienced technical support leader to manage and mentor a team of skilled engineers while ensuring the delivery of world-class support experiences. In this role, you will oversee daily technical support operations, lead escalations, and collaborate cross-functionally with Engineering, Customer Success, and Professional Services teams. You will leverage data-driven insights to enhance processes, develop best practices, and foster continuous improvement within the team. This is a high-impact position requiring strong leadership, analytical capabilities, and a passion for customer success, in a collaborative and fast-paced environment. Accountabilities: · Lead, mentor, and coach a team of technical support engineers to achieve individual and team performance goals. · Manage day-to-day technical support operations, ensuring timely resolution of cases and service requests. · Engage directly with customers to handle escalations and coordinate internal resources for issue resolution. · Develop and enhance support processes, procedures, and best practices to improve efficiency and service quality. · Analyze case trends and performance metrics to identify areas for improvement and implement solutions. · Collaborate with global support teams to ensure a consistent and high-quality customer experience. · Support programs such as Intelligent Swarming and Knowledge Centered Support to optimize knowledge sharing and workflow efficiency. · 12+ years of experience in technical or application support at an enterprise level. · Proven ability to lead and coach teams of 5+ engineers. · Experience triaging and resolving complex technical issues in cross-functional environments. · Familiarity with DevOps practices and Identity and Access Management (IAM) technologies. · Strong understanding of support methodologies, including Intelligent Swarming and Knowledge Centered Support. · Proficiency in data analysis, reporting, and using insights to improve support processes. · Excellent communication, collaboration, and customer service skills. · Ability to thrive in a fast-paced, collaborative environment while managing multiple priorities. · Competitive salary range: $148,640 – $185,800 USD (Colorado; may vary by location and experience). · Generous PTO and holiday schedule, plus parental leave. · Comprehensive healthcare options and retirement programs. · Education reimbursement opportunities. · Flexible and collaborative work environment. · Employee Resource Groups and initiatives promoting diversity, inclusion, and belonging. · Regular team and company bonding events, and global volunteering opportunities. Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching. When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly. 🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience and achievements. 📊 It compares your profile to the job’s core requirements and past success factors to determine your match score. 🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role. 🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed. The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team. Thank you for your interest! #LI-CL1

Responsibilities

Lead and mentor a team of technical support engineers while managing daily operations and ensuring timely resolution of cases. Collaborate with cross-functional teams to enhance support processes and improve customer experiences.