Technical Support Team Manager

Propeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps.

Our customers use Propeller’s integrated hardware and software products to capture accurate 3D versions of their worksites. With over 50,000 worksites worldwide using Propeller’s smart survey technology, we empower project teams to map, measure, and manage site activity.

Propeller empowers everyone to approach, own, and solve problems creatively. We’re data nerds who care about impact, honesty, and each other. We take pride in being a great place to work. We are proud to be recipients of BI Group's Excellence in Customer Experience award and Inspiring Workplaces of Australasia, being recognized as Fast Company and Built In Best Place to Work.

You can learn more about us on Glassdoor.

As the Technical Support Team Manager
, you will be the strategic leader responsible for the success, efficiency, and performance of Propeller’s Technical Support Team within the Customer Support function. Your mission is to ensure every team member is delivering fast, practical, and effective support across Propeller’s integrated hardware (Drones, Dirt Mate, and Aeropoints) and cloud-based software, driving customer outcomes and protecting the customer experience at every stage.

This role is centered on team enablement, process innovation, and cross-functional leadership, guaranteeing that the Technical Support team operates as a highly effective, metrics-driven function that resolves customer issues with speed and quality while serving as the voice of the customer inside Propeller.

Team Leadership:

• Manage team capacity, queue coverage, and case assignment strategies to optimize utilization and ensure timely, high-quality resolution across all customer segments and channels (phone, email, chat).
• Manage, coach, and mentor a team of Technical Support Specialists, Technical Support Engineers, and Senior Technical Support Engineers, conducting regular 1:1s, performance reviews, and career development planning across all 3 IC levels.
• Drive continuous improvement in the team’s technical troubleshooting expertise, customer communication, and product knowledge, leveraging Senior Technical Support Engineers as key technical mentors and escalation points.
• Own onboarding and ramp plans for new hires, ensuring entry-level Specialists reach autonomy on basic hardware and software tickets within their first 90 days.

Technical Support Strategy & Execution:

• Define and execute the overall Technical Support strategy, focusing on scalability, efficiency, and consistent customer outcomes across hardware and software issues.
• Maintain a hands-on understanding of customer challenges by directly engaging with complex or escalated cases when necessary, including data discrepancies, photogrammetry issues, and hardware troubleshooting.
• Continuously analyze support metrics (e.g., CSAT, Resolution Time, Response Time, Ticket Productivity, First Contact Resolution, and others) to identify bottlenecks and implement process improvements that reduce customer effort and increase resolution speed.
• Establish standards and mechanisms for quality control across all customer interactions, troubleshooting workflows, and escalation paths, ensuring adherence to best practices defined in team playbooks.
• Oversee the creation, maintenance, and adoption of the team’s knowledge base and internal troubleshooting documentation, ensuring resources stay current with product changes.

Cross-Functional Leadership & Alignment:

• Act as the primary liaison between the Technical Support team and stakeholders across Engineering, Product, Implementation, Geospatial, Customer Success, Sales, and…