Manager, Technical Support & Operations
Core
Manage and improve platform support operations for a region, domain, or platform portfolio, ensuring reliable and efficient service delivery.
Role type
Manager, Technical Support & Operations
Builds
Reliable, efficient, and customer-focused service across Xvantage, X4V, XI, and related marketplace capabilities.
Domain
SaaS platform operations and technical support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
People management, technical acumen (platform behavior, APIs, integrations), operational excellence (KPI management, process improvement), stakeholder management, escalation handling, documentation and knowledge management
Preferred skills
None stated
Technologies
None stated
Responsibilities
Lead and mentor a technical support team; oversee daily support operations and ticket resolution; establish operational standards and tiered support models; serve as escalation point for unresolved technical issues; define and track operational KPIs; identify recurring issues and implement long-term solutions; ensure compliance with data privacy and security standards; develop training plans and documentation.
Seniority
Manager, people leadership
