Manager, Technical Support

About Our Client

Our client is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning. The organization is building the tools to empower those people-centric companies.

The organization is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line. Since launching, the organization has grown to serve over 5,000+ customers globally.

About The Role

The Manager, Technical Support is a people-focused, technically fluent leader responsible for guiding and amplifying the impact of the Technical Support Engineering (TSE) team within the Customer Care team. The Customer Care team partners closely with customers and internal teams to deliver thoughtful, high-quality support across complex and high-impact scenarios.

In this role, you’ll lead experienced Technical Support Engineers who operate at the highest level of technical depth, customer complexity, and cross-functional influence. You’ll drive impact by setting clear direction, coaching for growth, and ensuring strong execution across escalations, incident response, and product-facing feedback loops. This role is ideal for a leader who enjoys developing experienced individual contributors and working alongside other Care and TSE managers to deliver a consistent, exceptional customer experience.

Key Responsibilities

• Lead and develop a high-performing, inclusive team of Technical Support Engineers, providing hands-on support when needed across live chat, email, and escalations.
• Coach and support the team through complex technical, customer, and cross-functional challenges.
• Own team outcomes, including service quality, customer experience, and delivery on key initiatives.
• Set clear priorities and direction by translating company and departmental strategy into team goals.
• Partner closely with Customer Care and Technical Support Engineering leaders to align on support motions and escalation paths.
• Own technical support incident response, ensuring effective coordination, communication, and resolution.
• Drive continuous improvement across support processes, tooling, and advanced technical domains (e.g., HRIS, integrations, APIs), while acting as a customer advocate with cross-functional partners.

Success Milestones

Within the first 90 days:

• Build strong relationships with your team and cross-functional partners.
• Gain a deep understanding of the product, technical stack, and support ecosystem.
• Actively participate in ticket handling and escalations to learn workflows.
• Begin to influence team priorities and execution.

Within 6 Months / 1 Year:

• Establish a high-performing, engaged team.
• Drive measurable improvements in support quality and incident response.
• Become a trusted partner across Customer, Product, and Engineering organizations.

Required Qualifications

• Experience managing senior-level or staff-level technical support, solutions engineering, or similarly technical individual contributors.
• Strong people leadership and coaching skills, with a passion for developing experienced professionals.
• Proven ability to set direction, own outcomes, and deliver results through a team.
• Comfort navigating ambiguity, trade-offs, and change in a fast-paced environment.
• Clear and effective communication across written, verbal, and group settings.
• Strong customer empathy and experience de-escalating complex or high-impact customer issues.
• Experience working with tools such as Zendesk, Jira, and Salesforce (or equivalent).
• A technical background or deep technical fluency (fluency with using SQL is strongly preferred; Typescript is a nice-to-have).
• Experience building or leading advanced or premium support functions is a plus.
• Enjoyment in partnering cross-functionally and working collaboratively with other managers to drive shared outcomes.

Salary & Benefits

The estimated annual cash salary for this role is $115,000 - $144,000. This position is also eligible for incentive stock options, subject to the terms of applicable plans.

The organization offers a comprehensive benefits package including Medical, Dental, Vision, Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; and Invest in Your People Fund.

Key skills/competency

• Technical Support Leadership
• Incident Response Management
• Customer Experience Optimization
• Team Coaching & Development
• Cross-functional Collaboration
• Zendesk & Jira Expertise
• Salesforce Administration
• SQL Querying
• HRIS Integration
• API Support