Manager, Technical Support
Core
Senior technical leadership for a global Technical Support organization, focusing on escalation ownership, operational consistency, and scaling support capabilities across multiple products.
Role type
Manager, Technical Support (Horizontal, Cross-Product)
Builds
Scalable support systems, processes, and tooling for a global commerce platform
Domain
E-commerce / Fintech / AI-native commerce infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Technical escalation management, root-cause analysis, cross-functional partnership, team coaching, incident management, data-driven decision making, AI workflow adoption, prioritization frameworks
Preferred skills
E-commerce or logistics domain experience, global/follow-the-sun team management, AI/LLM tooling familiarity, scale-up environment experience
Technologies
AI copilots, LLM-powered knowledge bases, automated incident detection, AI-assisted prioritization tools
Responsibilities
Own technical readiness for product launches and changes; Act as senior technical authority for troubleshooting and resolution standards; Partner with Product and Engineering on roadmap risk; Manage and develop Technical Support team members; Establish global processes for escalations and incident management; Lead adoption of AI-driven support workflows; Monitor queue health and systemic issues using data
Seniority
Manager, hands-on leadership with strategic oversight
