Manager, Technical Support
Core
Lead a team of Technical Support Engineers to manage enterprise customer support operations, ensuring SLA compliance and driving process improvements for data intelligence platforms.
Role type
Manager, Technical Support (People Management)
Builds
Customer support operations, escalation handling, and support tooling
Domain
Data intelligence, data governance, and analytics platforms
Deliverable
client delivery
Required skills
People management, capacity forecasting, incident triage, cross-functional partnership, Linux administration, SQL, relational databases
Preferred skills
Postgres internals, Elasticsearch, NoSQL, MongoDB, Hadoop ecosystem, Kubernetes, Docker, support tooling development
Responsibilities
Manage a team of senior-level Technical Support Engineers, develop capacity forecasts and resource allocation models, drive team scaling and specialization, implement innovative processes to increase efficiency, handle customer escalations and troubleshoot incidents, manage the backlog to ensure SLA/KPI compliance, partner with Engineering & Product to prioritize issues.
Seniority
Manager, people leadership
