Technical Support Manager

Job description

Ensure the highest levels of service for escalated issues 8-10 years of experience in technical support with SaaS product organization, with at least 2 years in a manager's/Team lead role Digital and AI Agentic experience in handling the large customer ticket volume Proven track record of leading large, global technical support teams in a 24x7 enterprise environment Including weekend support. Strong knowledge of Analytical/ETL tools, Databases (SAP, SQL databases, ServiceNow/Salesforce) and experience supporting complex, cloud-based enterprise solutions Strategic Leadership: Demonstrated ability to define and execute strategies that align support functions with broader business objectives Customer-Centric Approach: Proven experience in driving customer success and satisfaction through effective technical support processes Collaboration & Influence: Strong cross-functional collaboration skills, with the ability to influence and drive change in a matrixed environment Analytical & Problem-Solving: Ability to analyze data and metrics to make informed decisions and implement improvements Communication: Exceptional communication skills, both written and verbal, with the ability to present to and influence executive leadership Adaptability: Willingness to work night shifts and adapt to the demands of a 24x7 global support function Education: Bachelor's degree in computer science, Information Technology, or a related field. A master's degree is a plus.