Manager, Technical Support
Core
Lead and scale a technical support team for an AI operating system for commercial HVAC, Electrical, and Plumbing, ensuring fast, human-centric client experiences across the US.
Role type
Manager of Technical Support (B2B SaaS)
Builds
Scalable support operations, coverage models, and team processes for a construction tech platform
Domain
Construction technology / MEP (Mechanical, Electrical, Plumbing) / B2B SaaS
Required skills
Team leadership and scaling, coverage model design, SLA/KPI management, technical troubleshooting, hiring and coaching, cross-functional partnership
Preferred skills
Intercom platform expertise, construction industry background, early-stage startup experience, multi-timezone scheduling, API/integration familiarity
Technologies
Intercom, HubSpot, Linear, Slack
Responsibilities
Build and scale the support team to nationwide coverage, design staffing plans and shift structures, coach specialists on technical skills, own support performance metrics, shape AI-assisted support workflows, manage support tooling and integrations, partner with Engineering and Product to close feedback loops
Seniority
Manager, hands-on IC with team leadership