Manager, Technical Support

The Manager, Technical Support is responsible for leading and overseeing a team of technical support analysts, ensuring the delivery of high-quality support to customers. This role manages the technical support operations, resolves complex technical issues, and provides guidance to the team in resolving customer problems effectively and efficiently. The manager will also provide advise and work closely with cross-functional teams, including Engineering and Product, to identify and resolve recurring issues, improve customer satisfaction, and optimize support processes. 

Essential Functions 

Under the general supervision of the Managing Director, Technical Support the essential functions include:  

• Lead and mentor the US-based Technical Support Team, ensuring clear communication and adherence to new TS procedures, policies, and department goals. Supervise the employees, including making recommendations related to the hiring, retention, termination, and advancement of employees; scheduling projects and monitoring employees’ progress; handling employees’ grievances;  
• Coach, mentor, and provide hands-on career development for the US-based TS team, focusing on building and extending the technical skillsets and core competencies needed within the team.  
• Provide guidance and support to help team members advance their careers and achieve their professional goals, ensuring they are equipped with the necessary skills and knowledge to excel in their roles and contribute to the overall quality of the software products. 
• Conduct periodic coaching/reviews to each team member, as required. 
• Manage the resolution of complex technical issues, ensuring the support team effectively addresses customer inquiries and problems in a timely manner. 
• Develop, implement, and refine support processes and procedures to increase efficiency, reduce resolution time, and enhance customer satisfaction. 
• Provide advise to and work closely with other departments such as Engineering, Product, and customer success to resolve technical issues, share customer feedback, and ensure the accuracy and reliability of support materials. 
• Manage escalated customer issues that require higher-level intervention, ensuring quick and efficient resolution. 
• Maintain documentation of common issues, resolutions, and troubleshooting steps for both the support team and customers. 
• Collect and analyze customer feedback to understand common pain points and areas for improvement, working proactively to enhance the customer support experience. 
• Develop strategies to improve the technical support function, and report regularly to and advise upper management on team performance, customer satisfaction, and areas of opportunity for growth. 
• Manage the tracking of key metrics for the technical support team, such as response time, resolution rate, and customer satisfaction scores, and take corrective actions when needed. 
• Staying up-to-date with the latest industry trends, technologies, and methodologies to ensure that the TS team is using the most effective and innovative approaches to technical support. 
• Embrace and sustain a work environment that supports Elixir’s core values: Community, Learning Culture, Integrity, and Pioneering 
• Additional duties as required. 

 Competencies 

• Strong leadership 
• Excellent written and verbal communication  
• Ability to think on your feet 
• Effectively problem solve 

Required education and experience  

• Bachelor’s degree in Computer Science, Computer Engineering, or a related field. 
• Proven experience and proficiency working as a lead technical support engineer in a product-based organization
• At least 7 years of solid and demonstrable work experience in Technical Support of a software product
• At least 2 years of solid and demonstrable work experience in a Technical Support Team Lead/Manager role of a software product 

Preferred education and experience  

•  Master’s degree in Computer Science, Computer Engineering, or a related field  
•  At least 3 years work experience in the SaaS industry