As Technical Support Manager, you will manage the day-to-day operations of a distributed support team while also staying technically engaged – reviewing logs, replicating issues, triaging escalations, and ensuring efficient incident resolution, while collaborating effectively with internal cross-functional teams.
Responsibilities
Lead, mentor, and manage global Tier 1 and Tier 2 technical support teams across multiple time zones.
Define and enforce SLAs, escalation procedures, and KPIs to ensure high-quality customer service and timely resolution.
Develop and implement scalable support processes and tools to improve efficiency and consistency.
Monitor team performance, provide coaching and feedback, and conduct regular performance reviews.
Partner with Product and Engineering teams to escalate and resolve complex technical issues and ensure timely bug fixes.
Manage the support knowledge base and contribute to internal and customer-facing documentation.
Collect and analyze support metrics and customer feedback to identify trends, drive improvements, and report to leadership.
Lead hiring, onboarding, and training of support team members globally.
Champion a culture of customer-centricity, accountability, and continuous learning.
Actively participate in troubleshooting complex issues escalated from Tier 1/2 support.
Support incident response by coordinating real-time efforts, communicating status, and leading root cause analysis.
Process & Tools
Continuously improve support workflows, ticket routing, and response templates.
Coordinate with Product, Engineering, and Customer Success to ensure smooth issue resolution and customer communication.
Optimize use of support tools such as Zendesk, Jira, Confluence, and monitoring platforms.
Use tools like SQL, Postman, Coralogix, Kibana, or AWS CloudWatch for debugging and insights.
Drive a feedback loop from support to product and engineering based on issue trends.
Customer Experience
Ensure customer satisfaction remains high through fast, accurate, and empathetic support.
Proactively identify pain points and advocate for customer needs internally.
Support VIP accounts or high-impact incidents directly when needed.
5+ years in technical support or customer success roles, including 2+ years in a leadership role.
Experience supporting a SaaS product in a fast-paced, high-availability environment.
Proven ability to manage and scale distributed support teams across time zones.
Hands-on experience with technical debugging: reading logs, using REST APIs, basic scripting or SQL.
Familiarity with cloud platforms (e.g., AWS, GCP), monitoring tools, and support software (e.g., Zendesk, Jira).
Strong communication skills and a customer-first mindset.
Preferred/ advantage
Experience in fintech or financial services platforms (e.g., payments, KYC, compliance).
Background in ITIL or incident management frameworks
