Tech Support Manager

1. People Leadership & Team Management Lead, mentor, and develop a team of Technical Support Engineers. Establish clear goals, expectations, KPIs, and performance standards. Conduct regular 1:1s, performance reviews, coaching sessions, and career-development discussions. Build technical and leadership capabilities within the team through structured training and mentoring. Identify skill gaps and create training and cross-training plans. Manage shift coverage and ensure adequate support capacity across global time zones. Foster a culture of ownership, accountability, collaboration, and continuous improvement. Identify high-potential team members and create opportunities for career progression. 2. Customer & Enterprise Support Own the overall technical support experience for assigned customers and customer segments. Provide leadership oversight for critical and complex customer issues. Partner with Customer Success and Account Management teams on strategic and enterprise accounts. Participate in customer calls for critical escalations and technically complex issues. Ensure customer issues are communicated clearly, proactively, and professionally. Build strong relationships with technical stakeholders at strategic customers. Identify recurring customer pain points and drive them toward permanent solutions. 3. Technical Escalation Management Act as an escalation point for complex technical issues that cannot be resolved by frontline support. Drive investigation of issues involving APIs, SDKs, integrations, web technologies, authentication, data, infrastructure, and third-party systems. Work closely with Engineering and Product teams to troubleshoot product defects and technical issues. Ensure escalated Jira issues contain accurate technical information, reproduction steps, logs, impact, and customer context. Maintain ownership until the issue is resolved and appropriately communicated to the customer. Ensure SLA commitments are consistently met. 4. Incident & Problem Management Lead or support P0/P1 critical incidents and customer-impacting outages. Coordinate incident response across Support, Engineering, Product, Infrastructure, and Customer Success. Ensure timely internal and external communication during major incidents. Maintain incident timelines, action items, and stakeholder communication. Drive Root Cause Analysis (RCA) and post-incident reviews. Track corrective and preventive actions to completion. Identify recurring incidents and initiate Problem Management activities. Continuously improve incident response and escalation processes. 5. Support Operations & SLA Management Own support operational metrics including: CSAT Time to First Response (TTFR) Time to Resolution (TTR) SLA adherence Backlog Escalation volume Resolution efficiency Customer-impacting incidents Monitor team performance and identify operational trends. Build dashboards and reports for leadership. Conduct regular operational…