Senior Technical Support Manager
Core
Lead global customer support operations for L1 and L2 teams, driving operational excellence, quality, and strategic insights to influence product and process improvements.
Role type
Senior Manager, Technical Support
Builds
Global customer support function (L1/L2 teams), automation/AI capabilities, and operational processes
Domain
Customer Support / SaaS Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Senior people leadership, data-driven decision making, L1/L2 operational design, performance management, AI tool adoption, process optimization
Preferred skills
Zendesk/Pylon experience, cross-functional collaboration, shift management
Technologies
Pylon, Zendesk, Slack, Linear, Jira
Responsibilities
Lead and develop L1 and L2 support teams; define and maintain L1/L2 operational boundaries; manage performance and underperformance; design and implement automations and AI skills; own ticket operations, escalations, and shift handovers; configure and optimize ticketing platforms; analyze data to drive product and process improvements.
Seniority
Senior, hands-on IC
