Technical Support Manager

A company is looking for a Technical Support Manager to oversee the global Technical Support team and enhance operational excellence.

Key Responsibilities :

Direct and develop a team of Support Analysts, ensuring effective resource planning and task oversight

Collaborate with executive and external stakeholders to identify business challenges and implement strategies

Manage onboarding, training programs, and maintain operational documentation for consistency and efficiency

Qualifications & Skills :

5+ years of experience in Technical Support or equivalent customer service experience, with at least 2 years in a management role

Proven experience managing global, multi-timezone teams and resource planning for 24 / 7 coverage

Experience in designing and executing onboarding and training programs

Understanding of the software development cycle and experience in supporting SaaS environments

Experience working with ticketing systems like Zendesk or Salesforce