Senior Manager - Technical Support

Fast growing AI Startup with over a hundred customers looking for a Senior Manager - Technical Support (hourly, freelance) to lead and scale our customer-facing support function. This is a high-impact, high visibility role. You will own the day-to-day operations of our support organization, manage cross-shift coordination, serve as the critical interface between customer-facing teams and product/QA/engineering. You will also contribute to product education through video content and written communications.

We are a fast-moving startup, and this role reflects that reality. You will wear multiple hats, operate with urgency, and be expected to context-switch sometimes daily. The right person thrives in this kind of environment, and takes ownership without being asked twice.

The ideal candidate brings hands‑on B2B SaaS support management experience, a product manager's mindset, deep Salesforce ecosystem expertise, and the communication skills to work effectively across engineering, product, QA, customer success, sales, marketing, and partner teams.

Own daily technical support operations, including running stand-ups and shift handoff processes across two support shifts to ensure continuity and complete ticket coverage.

Triage and manage inbound support tickets with thoroughness and rigor — conducting full discovery and investigation before drawing conclusions or escalating.

Serve as the gatekeeper between customer-facing teams (customer success, sales, partners) and engineering, ensuring only well-documented, fully investigated issues reach the engineering team.

Ensure timely escalation of confirmed product-level issues to engineering, with clear reproduction steps and supporting documentation.

Serve as the primary point of accountability for shift handoffs — ensuring all open issues, context, and priorities are clearly communicated between shifts.

Act as a direct customer-facing resource; handle escalated issues with professionalism, technical depth, and urgency.

Be available outside standard business hours, including weekends when needed, to ensure ticket resolution and shift coverage.

Be available on release weekends to ensure release notes, and product enablement materials are ready and communicated to both customers and the partner ecosystem.

Track and report on support metrics including ticket volume, response time, resolution time, and customer satisfaction.

Write and maintain SOPs for all support processes, ensuring consistency and scalability as the team grows.

Lead the evaluation and implementation of a replacement support ticketing system, including requirements gathering, vendor assessment, and rollout.

Establish and continuously improve support processes, workflows, and tooling as the company scales.

Partner closely with the QA team — this role reports into QA — to ensure alignment between what is being seen in support and what is being tested.

Identify and flag patterns in support tickets that may expose gaps in existing QA test cases, bringing those observations to QA for evaluation and expansion.

Collaborate with QA on issue reproduction, ensuring bugs are thoroughly documented and reproducible before engineering engagement.

Create instructional and product overview videos and other materials for distribution to Customer Success, Solution Engineering, and partner teams.

Develop written communications and documentation explaining product capabilities, updates, and known issues for both internal and partner audiences.

Develop and maintain support documentation, known issue logs, and internal knowledge base content.

Partner with Customer Success and Product teams to surface…