Tech Support Manager

1. People Leadership & Team Management • Lead, mentor, and develop a team of Technical Support Engineers. • Establish clear goals, expectations, KPIs, and performance standards. • Conduct regular 1:1s, performance reviews, coaching sessions, and career-development discussions. • Build technical and leadership capabilities within the team through structured training and mentoring. • Identify skill gaps and create training and cross-training plans. • Manage shift coverage and ensure adequate support capacity across global time zones. • Foster a culture of ownership, accountability, collaboration, and continuous improvement. • Identify high-potential team members and create opportunities for career progression. 2. Customer & Enterprise Support • Own the overall technical support experience for assigned customers and customer segments. • Provide leadership oversight for critical and complex customer issues. • Partner with Customer Success and Account Management teams on strategic and enterprise accounts. • Participate in customer calls for critical escalations and technically complex issues. • Ensure customer issues are communicated clearly, proactively, and professionally. • Build strong relationships with technical stakeholders at strategic customers. • Identify recurring customer pain points and drive them toward permanent solutions. 3. Technical Escalation Management • Act as an escalation point for complex technical issues that cannot be resolved by frontline support. • Drive investigation of issues involving APIs, SDKs, integrations, web technologies, authentication, data, infrastructure, and third-party systems. • Work closely with Engineering and Product teams to troubleshoot product defects and technical issues. • Ensure escalated Jira issues contain accurate technical information, reproduction steps, logs, impact, and customer context. • Maintain ownership until the issue is resolved and appropriately communicated to the customer. • Ensure SLA commitments are consistently met. 4. Incident & Problem Management • Lead or support P0/P1 critical incidents and customer-impacting outages. • Coordinate incident response across Support, Engineering, Product, Infrastructure, and Customer Success. • Ensure timely internal and external communication during major incidents. • Maintain incident timelines, action items, and stakeholder communication. • Drive Root Cause Analysis (RCA) and post-incident reviews. • Track corrective and preventive actions to completion. • Identify recurring incidents and initiate Problem Management activities. • Continuously improve incident response and escalation processes. 5. Support Operations & SLA Management • Own support operational metrics including: • CSAT • Time to First Response (TTFR) • Time to Resolution (TTR) • SLA adherence • Backlog • Escalation volume • Resolution efficiency • Customer-impacting incidents • Monitor team performance and identify operational trends. • Build dashboards and reports for leadership. • Conduct regular operational reviews and establish improvement plans. • Optimize workflows, queues, staffing, and escalation processes. • Ensure support processes are documented, followed, and continuously improved. 6. Cross-Functional Collaboration Work closely with: • Engineering — product defects, technical escalations, incident resolution. • Product Management — customer feedback, feature gaps, product improvements. • Customer Success / Account Management — enterprise customers and strategic escalations. • QA — reproductions, validation, and regression testing. • Infrastructure / DevOps — platform incidents, monitoring, performance, and reliability. • Professional Services / Solutions Engineering — complex implementations and integrations. Represent the voice of the customer internally and ensure customer-impacting issues receive appropriate visibility. 7. Knowledge Management & Automation • Drive creation and maintenance of technical documentation and Knowledge Base content. • Establish documentation standards for troubleshooting and known issues. • Identify repetitive support activities suitable for automation. • Encourage the use of scripts, APIs, dashboards, AI, and automation to improve support efficiency. • Develop troubleshooting guides, runbooks, escalation templates, and internal playbooks. • Promote self-service capabilities to reduce repetitive support volume. 8. Capacity Planning & Support Strategy • Forecast support demand based on customer growth, product adoption, historical ticket volumes, and upcoming releases. • Develop staffing and capacity plans aligned with business growth. • Identify opportunities to improve support scalability without compromising customer experience. • Participate in hiring and workforce planning. • Establish support coverage models for global customers and critical accounts. • Partner with leadership on long-term support strategy and organizational planning. 9. Product & Release Readiness • Partner with Product and Engineering teams during major product releases. • Ensure Support is adequately prepared for new features and product changes. • Drive release-readiness activities including: • Product training • Documentation • Troubleshooting guides • Known issues • Support communication • Escalation paths • Provide customer-impact feedback before and after major releases.