Technical Support Manager

Position: Technical Support Manager – U.S. Market (Retail POS Software)

Company: TERA RETAIL LLC

Employment Type: Full-time

TERA RETAIL LLC is the U.S. subsidiary of a leading Turkish retail technology group that delivers end-to-end POS and retail solutions. Our U.S. team works closely with the Turkish development organization to localize and support our software for the U.S. market, with a focus on high service quality and continuous product improvement.

We are hiring a Technical Support Manager to build and lead our U.S. support function.

The Technical Support Manager will lead post-sale technical support and product localization feedback from U.S. customers
. You will establish support procedures, supervise support staff as they are added, and serve as the main bridge between customer issues in the U.S. and the product and engineering teams in Turkey.

• Set up and maintain clear procedures for ticket intake, issue classification, escalation, and resolution times.
• Supervise support staff as they are added; assign work, review quality, and coach team members.
• Collect and prioritize product feedback from customers; prepare structured reports for the product and engineering teams; follow up on fixes and changes.
• Train customers and internal staff on product features, updates, and common use cases; develop simple guides and checklists.
• Monitor service levels and customer satisfaction; present monthly summaries and improvement proposals to management.
• Collaborate closely with the Sales Manager and Implementation & Customer Analyst to ensure a smooth handover from implementation to ongoing support and to feed structured feedback into the product roadmap.

• Bachelor’s degree in computer science, information technology, engineering, or a related field
  .
• Ability to translate customer problems into clear technical tasks and to manage resolution timelines with engineering teams.
• Previous experience in technical support, implementation, or solutions engineering for software or SaaS products, preferably in retail or POS environments.
• Strong analytical and communication skills; comfortable explaining technical concepts to non-technical users.
• Experience setting up or improving support processes (ticketing flows, SLAs, knowledge base) is a plus.