Tech Support Manager

About this role

1. People Leadership & Team ManagementLead, mentor, and develop a team of Technical Support Engineers.Establish clear goals, expectations, KPIs, and performance standards.Conduct regular 1:1s, performance reviews, coaching sessions, and career-development discussions.Build technical and leadership capabilities within the team through structured training and mentoring.Identify skill gaps and create training and cross-training plans.Manage shift coverage and ensure adequate support capacity across global time zones.Foster a culture of ownership, accountability, collaboration, and continuous improvement.Identify high-potential team members and create opportunities for career progression.2. Customer & Enterprise SupportOwn the overall technical support experience for assigned customers and customer segments.Provide leadership oversight for critical and complex customer issues.Partner with Customer Success and Account Management teams on strategic and enterprise accounts.Participate in customer calls for critical escalations and technically complex issues.Ensure customer issues are communicated clearly, proactively, and professionally.Build strong relationships with technical stakeholders at strategic customers.Identify recurring customer pain points and drive them toward permanent solutions.3. Technical Escalation ManagementAct as an escalation point for complex technical issues that cannot be resolved by frontline support.Drive investigation of issues involving APIs, SDKs, integrations, web technologies, authentication, data, infrastructure, and third-party systems.Work closely with Engineering and Product teams to troubleshoot product defects and technical issues.Ensure escalated Jira issues contain accurate technical information, reproduction steps, logs, impact, and customer context.Maintain ownership until the issue is resolved and appropriately communicated to the customer.Ensure SLA commitments are consistently met.4. Incident & Problem ManagementLead or support P0/P1 critical incidents and customer-impacting outages.Coordinate incident response across Support, Engineering, Product, Infrastructure, and Customer Success.Ensure timely internal and external communication during major incidents.Maintain incident timelines, action items, and stakeholder communication.Drive Root Cause Analysis (RCA) and post-incident reviews.Track corrective and preventive actions to completion.Identify recurring incidents and initiate Problem Management activities.Continuously improve incident response and escalation processes.5. Support Operations & SLA ManagementOwn support operational metrics including:CSATTime to First Response (TTFR)Time to Resolution (TTR)SLA adherenceBacklogEscalation volumeResolution efficiencyCustomer-impacting incidentsMonitor team performance and identify operational trends.Build dashboards and reports for leadership.Conduct regular operational reviews and establish improvement plans.Optimize workflows, queues, staffing, and escalation processes.Ensure support processes are documented, followed, and continuously improved.6. Cross-Functional CollaborationWork closely with:Engineering — product defects, technical escalations, incident resolution.Product Management — customer feedback, feature gaps, product improvements.Customer Success / Account Management — enterprise customers and strategic escalations.QA — reproductions, validation, and regression testing.Infrastructure / DevOps — platform incidents, monitoring, performance, and reliability.Professional Services / Solutions Engineering — complex implementations and integrations.Represent the voice of the customer internally and ensure customer-impacting issues receive appropriate visibility.7. Knowledge Management & AutomationDrive creation and maintenance of technical documentation and Knowledge Base content.Establish documentation standards for troubleshooting and known issues.Identify repetitive support activities suitable for automation.Encourage the use of scripts, APIs, dashboards, AI, and automation to improve support efficiency.Develop troubleshooting guides, runbooks, escalation templates, and internal playbooks.Promote self-service capabilities to reduce repetitive support volume.8. Capacity Planning & Support StrategyForecast support demand based on customer growth, product adoption, historical ticket volumes, and upcoming releases.Develop staffing and capacity plans aligned with business growth.Identify opportunities to improve support scalability without compromising customer experience.Participate in hiring and workforce planning.Establish support coverage models for global customers and critical accounts.Partner with leadership on long-term support strategy and organizational planning.9. Product & Release ReadinessPartner with Product and Engineering teams during major product releases.Ensure Support is adequately prepared for new features and product changes.Drive release-readiness activities including:Product trainingDocumentationTroubleshooting guidesKnown issuesSupport communicationEscalation pathsProvide customer-impact feedback before and after major releases.