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Manager, Technical Support
Manager, Technical SupportPlanGrid • Denver, CO, US
Manager, Technical Support

Manager, Technical Support

PlanGrid • Denver, CO, US
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Technical Support Manager

Autodesk is seeking an experienced and forward-thinking Technical Support Manager to join our Emerging Business Customer Success (EBCS) organization. In this role, you'll lead a global team of Tier II Technical Specialists who provide advanced technical expertise across Autodesk Construction products. You'll play a key role in resolving complex customer escalations, driving operational excellence, and accelerating innovation through automation and AI.

Operating during the 11 AM 8 PM ET coverage window, you'll ensure seamless leadership support across regions and serve as a critical bridge between our Support, Engineering, and Product teams. This is an exciting opportunity for a leader passionate about transforming technical support operations and enabling teams through data, technology, and empathy.

Responsibilities

  • Lead and manage a distributed team of Tier II Technical Specialists, fostering a culture of accountability, learning, collaboration, and continuous improvement.
  • Oversee the intake and resolution of complex technical escalations, ensuring adherence to workflows, SLAs, and documentation standards.
  • Drive AI and automation adoption to enhance support efficiency, reduce manual workloads, and improve response times.
  • Collaborate with Engineering and Product teams to track, prioritize, and resolve defect-related cases including instabilities, ensuring visibility and alignment across departments.
  • Serve as Manager on Duty (MOD) during assigned rotation weeks, coordinating responses to production instabilities and communicating updates across global teams.
  • Partner with the program management and support operational excellence teams to identify and address process gaps, improve system workflows, and automations.
  • Monitor team metrics including but not limited to TTR, SLA Targets, engineering fix rate, and CSAT to identify trends and lead data-driven performance improvements.
  • The standard working hours for this role are 11 AM 8 PM ET; however, flexibility is required. The manager may occasionally adjust their schedule to accommodate critical business needs, global collaboration, or production incidents.

Minimum Qualifications

  • 5+ years of experience in technical support, customer success, or a related function, including 2+ years in a people management role.
  • Bachelor's degree in computer science, Engineering, or a related technical field, or equivalent professional experience.
  • Proven experience leveraging AI tools and automation platforms to streamline operations, accelerate resolution, or enhance customer experience.
  • Demonstrated experience supporting or managing SaaS products or platforms in a technical support or customer success environment.
  • Proven ability to lead and manage distributed, global teams in a remote work environment, leveraging collaboration tools and fostering engagement across time zones.
  • Strong understanding of escalation management, technical troubleshooting, and case lifecycle tracking.
  • Experience with CRM and issue tracking systems such as Salesforce and Jira.
  • Skilled in managing distributed teams and working cross-functionally with Engineering, Product, and Operations.

    • Preferred Qualifications

  • Strategic thinker who balances tactical execution with long-term vision.
  • Confident communicator who can translate complex technical topics into clear, actionable insights.
  • Passion for innovation, team empowerment, and continuous improvement through collaboration and innovation.
  • Experience guiding teams through transformation, particularly in adopting new tools or workflows and process changes.
  • Familiarity with process improvement methodologies (Lean, Six Sigma, or similar) preferred.
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