Staff Technical Support Manager, Enterprise
Core
Build and launch Mozilla's first dedicated B2B technical support operation for Enterprise customers, defining workflows, escalation paths, and operating models.
Role type
Staff Technical Support Manager (Individual Contributor)
Builds
End-to-end B2B support capability, vendor management framework, and enterprise escalation processes.
Domain
Internet software / Enterprise B2B support operations
Required skills
B2B/Enterprise technical support leadership, support operations design, vendor management, incident response, workforce planning, service metrics definition, cross-functional influence, technical troubleshooting, contract negotiation
Preferred skills
Experience scaling new support capabilities, managing BPO partners, defining support playbooks, forecasting demand
Technologies
Zendesk, Jira, CRMs, issue-tracking systems
Responsibilities
Define B2B support operating model and workflows; manage external support vendors end-to-end; lead major incident response and post-incident reviews; establish technical training and escalation criteria; forecast capacity and recommend geographic expansion; partner with Product and Engineering on release-readiness; translate support trends into product improvements.
Seniority
Staff, hands-on IC with broad ownership
