Technical Support Manager

Job Overview

This position supports the hours of 10am - 7pm PST and will be required to be onsite 4-5 days a week.

We are looking for a results‑driven Technical Support Manager with a strong background in leading high‑performing technical support teams, improving operational efficiency, and delivering exceptional customer experiences across hardware and software environments. Proven ability to troubleshoot complex technical issues, drive service excellence, and lead cross‑functional initiatives while fostering a culture of accountability, collaboration, and continuous improvement.

A successful leader in this role combines technical expertise with emotional intelligence, professionalism, and a customer‑first mindset. Adept at coaching and developing teams, implementing scalable support processes, utilizing data‑driven decision‑making, and managing fast‑paced service operations. Passionate about building strong relationships, supporting organizational growth, and creating positive outcomes for both customers and employees.

• Manage and lead a team of tech support hardware and software technicians.
• Manage and triage incidents and service requests assigned to team queues.
• Prioritize product‑related complaints as they arrive in CRM and escalate to the appropriate tier levels and R&D as needed.
• Assign problems/tasks to technical support personnel.
• Analyze and review KPIs on a regular basis to determine the team's performance and goals are being met.
• Provide data and reporting on KPIs and trends to management on an as‑needed, weekly, monthly, and quarterly basis.
• Track and report on metrics for tickets assigned to and handled by the Technical Support team.
• Analyze situations and identify the resources required to solve them.
• Make quick calculated decisions, often with limited information.
• Follow up with customers to determine their level of satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends); and, if necessary, implement corrective actions.
• Partner with the trainer/documentation specialist to maintain and analyze training records to ensure ongoing training for tech support staff, advise tech support staff on career planning.
• Develop and mentor the team to transition from a L1/L2 to a L2/L3 support skill level.
• Assign tickets to team members based on their current workload, subject matter, complexity, expected resolution date, and resource availability.
• Advise the trainer of training opportunities that will meet the specific needs of the workers in order to maintain or improve job skills.
• Assist in the escalation of customer incidents, ensuring that the appropriate resources are engaged for timely action and proper traction.
• Assist in the development and/or obtain of training procedure manuals, guides, and course materials.
• Communicate department initiatives through a wide range of formats and meetings, such as group discussions, presentations, simulations, and videos.
• Maintain records of training and development activities, attendance, results of tests and assessments, and retraining requirements.
• Follow up with customers to identify areas for improvement.
• Keep track of training and development activities, attendance, assessment results, and retraining needs in collaboration with the trainer.
• Manage the onboarding and offboarding of all new product versions.
• Assist in managing overall priorities among production incidents/problems, releases, and new application implementation.
• Inform management of situations that may necessitate additional client assistance or escalation.

• Bachelor’s degree in a relevant field or equivalent experience.
• 1–3 years of experience in technical people management.
• 5+ years of experience in managing projects, including people, resources, and customer relations, in a service center environment or similar.
• Proven energetic leadership, demonstrated capacity, and expanded responsibilities.
• Manage workloads through a ticketing system while adhering to established processes.
• Oversee day‑to‑day operations of a remote Technical Support Team in multiple time zones.
• Must be able to communicate…