Manager, Technical Support

1 hour, 37 minutes ago
Full-time
Lead
Project and Program Management
Elite Technology

Elite Technology

Elite Technology provides telecommunication solutions with a focus on system design, integration, and maintenance. Offering effective solutions from top vendors like Ericsson and Huawei, we specialize in Atoll radio network planning and iBwave building...

Diversified Telecommunication Services
1-10
Founded 2020

Description

  • Build, lead, and coach the Technical Support team.
  • Own technical case management, including MTTR, SLA performance, prioritization, and communication.
  • Implement end-to-end case ownership to eliminate handoffs between teams.
  • Build and maintain operational runbooks, SOPs, and service workflows for the technical support track.
  • Act as incident commander during Sev-1 and Sev-2 events.
  • Oversee technical investigation and resolution of cloud service interruptions, API failures, integration issues, customization incidents, and platform performance degradation.
  • Perform and review RCAs, trend analysis, and corrective/preventive actions.
  • Serve as a customer-facing technical leader during escalations and provide executive-ready summaries to stakeholders.
  • Validate escalations before Engineering handoff by ensuring complete triage, reproducible steps, logs, and metadata.
  • Partner with the Technical Product Manager on prioritization, defect intake, technical debt grooming, and durable product improvements.
  • Use AI triage, clustering, and deflection approaches to improve routing and reduce recurring issues.

Requirements

  • Bachelor's degree in a STEM field or equivalent experience.
  • 6–8 years of experience in SaaS technical support, SRE, escalations engineering, or incident response.
  • 5+ years of experience managing technical teams in a tiered or escalations model.
  • Extensive customer-facing experience with C-level stakeholders, senior business leaders, and technical leadership teams.
  • Deep understanding of cloud architectures, observability, APIs, logs, and troubleshooting methodologies.
  • Strong background in incident and problem management, including RCA, CAPA, and PIRs.
  • Experience collaborating with engineering and product teams on defect intake and prioritization.
  • Ability to travel less than 10% as business needs require.
  • Must be legally authorized to work in the United States; no employment sponsorship is provided.
  • Role requires sedentary work, primarily desk/computer-based.
  • Experience with AI-assisted triage or platform issue clustering is preferred.
  • Experience in a remote or hybrid support environment is preferred.

Benefits

  • Competitive compensation package.
  • Comprehensive healthcare coverage, including health, dental, and vision.
  • Retirement savings plan with employer contribution.
  • Professional development opportunities.
  • Tuition reimbursement.
  • Parental leave, including generous global parental leave.
  • Time off.
  • Wellness initiatives, including an Employee Assistance Program and a Calm premium subscription.
  • Employee discount program.
  • Flexible remote work model with options for home-country remote work or hybrid office use.

Interested in this position?

Apply directly on the company website

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