Tech Support Manager
Core
Lead a global technical support organization serving the Data Solutions business, acting as the critical technical backbone for diagnosing complex customer issues and ensuring 24/7 coverage.
Role type
Senior IC Technical Support Manager
Builds
Scalable global support operations, infrastructure, and a high-performing team of technical experts.
Domain
Electrical solutions, data center infrastructure, cooling systems, and power systems.
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Leading global multi-region teams, designing support models with escalation paths, managing case intake and triage workflows, partnering with Engineering and Product, driving root cause resolution, leveraging customer insights for product improvement, training and documentation development.
Preferred skills
Experience with CRM/case management tools (e.g., Salesforce), familiarity with data center infrastructure, cooling systems, or power systems.
Technologies
Salesforce, case management tools
Responsibilities
Lead and scale a global technical support organization delivering 24/7 coverage; Design and operationalize a best-in-class support model with clear ownership and performance metrics; Serve as an escalation point for critical customer issues; Build and develop a high-performing global team; Establish scalable support operations and infrastructure; Drive standardization and continuous improvement across tools and processes; Enable effective follow-the-sun support models; Partner with Engineering to drive root cause resolution and long-term product improvements; Align with Services to ensure end-to-end coordination including field dispatch.
Seniority
Senior, hands-on IC
