Technical Support Manager, Enterprise

Staff Technical Support Manager, Enterprise

Team:
Core Services Locations:
Remote Germany

Mozilla Corporation is the non‑profit‑backed technology company that has shaped the internet for the better over the last 25 years. We make pioneering brands like Firefox, the privacy‑minded web browser. Now, with more than 225 million people around the world using our products each month, we’re shaping the next 25 years of technology and helping to reclaim an internet built for people, not companies.

Our work focuses on diverse areas including AI, social media, security and more. And we’re doing this while never losing our focus on our core mission – to make the internet better for people.

The Mozilla Corporation is wholly owned by the non‑profit 501(c) Mozilla Foundation. This means we aren’t beholden to any shareholders — only to our mission. Along with thousands of volunteer contributors and collaborators all over the world, Mozillians design, build and distribute open‑source software that enables people to enjoy the internet on their terms.

Mozilla’s Customer Experience team helps users, organizations, and partners successfully adopt, use, and get sustained value from Mozilla products. Historically, much of Mozilla’s support work has focused on consumers. As Mozilla expands its business and organizational offerings, we are building a support operation designed for the needs of B2B customers, including dependable service delivery, clear customer commitments, global coverage, and close coordination with Product and Engineering.

As Staff Enterprise Support Operations Manager, you will be Mozilla’s first dedicated B2B support operations leader. You will not inherit a mature operation; you will build one. You will design and launch the operating model, vendor strategy, processes, tooling, training, metrics, capacity planning, and governance required to provide high‑quality technical support to organizations deploying and managing Mozilla products.

Beyond building the support operation, you will serve as the operational bridge between Enterprise customers, CX, Product, and Engineering, ensuring insights from customers and support teams inform the broader Enterprise experience.

This is an individual contributor role with broad end‑to‑end ownership. You will be the day‑to‑day owner of Mozilla’s external B2B support vendor relationships and the operational processes connecting vendor agents with Mozilla teams. You will use customer demand, service performance, and cost data to determine when and how the operation should expand across geographies, languages, coverage models, and support offerings. As the business grows, you will also help define the structure and capabilities of Mozilla’s future B2B support team.

You will participate in a defined incident coverage model and periodically lead the operational response to major customer incidents. In those moments, you will ensure vendors follow established procedures, coordinate escalation and handoffs to Mozilla engineers, drive cross‑functional resolution, communicate clearly with customers and internal leaders, and oversee post‑incident reviews and root cause analysis.

This position requires a rare combination of support operations expertise, vendor management, program development, technical fluency, and calm leadership under pressure. Our ideal candidate is a practical builder who can move between strategy and execution, create structure where none exists, and earn the trust of customers, vendors, engineers, and senior leaders.

• Build and launch Mozilla’s first B2B support operations capability, including its operating model, workflows, escalation paths, governance, and continuous‑improvement processes.
• Own external…