Location: On-site, Virginia

Role Overview

The Technical Support Manager will lead the customer support function, ensuring clients receive timely, effective, and high-quality assistance for technical and product-related issues. This role involves managing a team of support engineers, implementing scalable support processes, driving customer satisfaction, and working closely with product and engineering teams to resolve issues and improve product experience.

Key Responsibilities

• Lead and manage the technical support team, including hiring, training, and performance management.
• Develop and implement support processes, SLAs, and escalation paths to ensure quick and effective issue resolution.
• Monitor support tickets, prioritize workloads, and ensure adherence to response and resolution timelines.
• Serve as the escalation point for complex or high-priority customer issues.
• Collaborate with engineering, product, and QA teams to address recurring issues and contribute to product improvements.
• Track and report on support KPIs (response time, resolution time, CSAT, NPS, ticket backlog).
• Implement and optimize support tools and systems (Zendesk, Freshdesk, Jira, or similar).
• Identify opportunities for self-service and knowledge base expansion (FAQs, tutorials, product documentation).
• Drive continuous improvement in support efficiency, customer experience, and team capability.
• Represent the voice of the customer by sharing insights and feedback with cross-functional teams.
• Bachelor’s degree in Computer Science, IT, or related field (or equivalent work experience).

Requirements

• Strong leadership skills.
• 5+ years of experience in technical support for SaaS or enterprise software, with at least 2 years in a leadership role.
• Strong knowledge of SaaS platforms, APIs, cloud infrastructure, and web technologies.
• Experience with ticketing and support tools (Zendesk, Jira, Freshdesk, ServiceNow, etc.).
• Strong problem-solving skills with the ability to analyze technical issues and guide teams to resolution.
• Excellent communication and stakeholder management skills, with experience handling enterprise customers.
• Proven ability to build, coach, and lead a high-performing support team.