THE SPONSOR:

Bloom Equity Partners is leveraging decades of investing and operating experience to rapidly unlock transformational growth and deliver superior returns to our investment partners and management teams. Investing exclusively in lower-middle market technology, software and tech-enabled business service companies, Bloom drives enduring market value by partnering closely with founders and management teams, injecting capital to unlock growth and providing operational resources and expertise to enable meaningful step-change to the business.

THE COMPANY:

RightCrowd is a dynamic and rapidly expanding company in the Physical Identity and Access Management (PIAM) industry, focused on providing cutting-edge solutions to enhance security and streamline access control processes for a diverse range of clients. As we continue to grow and establish our presence in the market, we are seeking an experienced and forward-thinking Manager, Technical Support to join our team.

JOB SUMMARY:

We are seeking an experienced Technical Support Manager to lead our global support team responsible for our Physical Identity and Access Management (PIAM) software platform. This role will manage the daily operations of technical support, ensure timely and high-quality resolution of customer issues, and collaborate with cross-functional teams to improve the overall support experience.
You’ll be responsible for coaching a growing team of support engineers, driving best practices in troubleshooting, and ensuring our customers — typically enterprise physical security and IT teams — get fast, knowledgeable assistance with everything from onboarding to live integrations with access control systems.

QUALIFICATIONS:

• 5+ years in technical support, SaaS, or enterprise software, including 2+ years managing support teams
• Experience supporting or working with physical identity, access management, or security-related software solutions
• Understanding of enterprise IT environments and integrations with systems such as Active Directory, access control platforms (e.g., Lenel, Genetec, AMAG), and identity governance tools
• Familiarity with REST APIs, SSO/SAML, and other common enterprise integration protocols
• Strong troubleshooting and escalation management skills
• Experience working with customers in regulated industries (e.g., healthcare, critical infrastructure, finance) is a plus
• Excellent verbal and written communication skills
  Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.

• Manage and grow the Technical Support team, including hiring, coaching, performance management, and scheduling
• Own key support KPIs (e.g., SLA compliance, CSAT, MTTR) and drive continuous improvement
• Serve as the point of escalation for high-impact technical issues related to the PIAM platform
• Coordinate resolution of software defects or integration issues with Product and Engineering teams
• Work directly with enterprise customers to troubleshoot problems in real-time, especially during onboarding or after major product releases
• Implement and optimize support workflows and tooling
• Lead the development of internal knowledge base articles, runbooks, and public help documentation
• Establish and maintain clear escalation paths, SLAs, and root cause analysis standards
• Partner closely with Product Management, Engineering, and Customer Success to provide feedback from the field and drive roadmap improvements
• Support release readiness by preparing the support team for new feature rollouts
• Actively participate in postmortems and incident reviews