Tech Support Manager

## Tech Support Manager Apply:
Hybrid:
Raleigh, NC, US:
Full time:
Posted Yesterday:
R23665

We’re looking for people who put their innovation to work to advance our success – and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.

This role will serve as the leader of a global technical support organization, acting as the critical technical backbone for customer support across the Data Solutions business. In this role, you will lead a high-performing team of technical experts responsible for diagnosing and resolving complex customer issues, while establishing a scalable, global support model that delivers a consistent, high-quality post-sales customer experience.  

This role will partner closely with Engineering, Product, Sales, and Services, as well as the dispatch/service organization responsible for all field activity.  **
* * This position will reside in our Raleigh, NC facility and will be a hybrid role (4 days in the office/1 day remote)  * ***  ##
** WHAT YOU WILL EXPERIENCE IN THIS POSITION:
*** Lead and scale a global technical support organization, delivering 24/7 coverage and a consistent, high-quality customer experience.
* Design and operationalize a best-in-class support model with clear ownership, escalation paths, and performance metrics that drive accountability and speed.
* Serve as an escalation point for critical customer issues, ensuring rapid resolution, strong communication, and minimal business impact.
* Build and develop a high-performing global team, investing in talent, capability, and technical depth.
* Establish scalable support operations and infrastructure, including case intake, triage, and global workflows that ensure visibility and traceability.
* Drive standardization and continuous improvement across tools, processes, and knowledge management to enhance speed, quality, and scalability.
* Enable effective follow-the-sun support models, ensuring seamless global coverage and strong cross-region handoffs.
* Act as the central technical leader across the ecosystem, connecting customers with Engineering, Product, Services, and Sales to accelerate resolution.
* Partner with Engineering to drive root cause resolution and long-term product improvements, while feeding insights into product roadmaps and knowledge bases.
* Align closely with Services to ensure end-to-end coordination, including field dispatch and execution.
* Build and evolve a scalable, future-ready support function, identifying gaps and driving improvements aligned to rapid DS growth.
* Leverage customer insights, case data, and trends to continuously improve products, services, and customer experience.
* Elevate organizational capability through training, documentation, and technical knowledge development.  ##
** YOU HAVE:
*** Bachelor’s degree in engineering or related field preferred, or related experience.
* 7+ years proven experience leading technical support, product support, or engineering-focused customer support teams.
* Demonstrated ability to build and scale global, multi-region teams and operating models.
* Experience working across Engineering, Product, and Customer-facing organizations.
* Familiarity with CRM/case management tools (e.g., Salesforce) and support operations.
* Experience with data center infrastructure, cooling systems, or power systems.
* Track record of improving customer experience, support efficiency, and technical capability at scale.
** WE HAVE:
*** A dynamic global reach with diverse operations around the world that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day  + nVent is a leading global provider of electrical connection…