Technical Support Manager

About Teal Teal Communications, Inc. (“Teal”) is a high-growth technology company that builds cloud-native network software to connect Physical AI & IoT devices to data networks globally. Teal has been recognized by Inc. 5000 and Deloitte's Fast 500 as one of the fastest growing private companies in the United States (#1 in Seattle-Metro and #9 Software Company in the United States).

We are looking for a technical, customer-obsessed, and commercially aware Technical Support Manager to lead our 24/7 global support operations.

This is a critical, high-visibility role focused on ensuring our B2B customers
-innovators in EV charging, autonomous drones, smart metering, and other IoT verticals receive world-class technical support. You will be responsible for managing our offshore support team, optimizing all support processes, and acting as the escalation point for complex connectivity and provisioning issues.

• Lead, mentor, and manage our 24/7 offshore technical support team (Level 1 & Team Lead).
• Foster a customer-centric and high-performance culture within the distributed team.

• Design, document, and continuously improve all support processes, including ticketing (Fresh Desk), knowledge base (Atlassian Confluence), and escalation procedures.
• Create and maintain technical documentation and playbooks for common and emerging issues.

• Act as the primary technical escalation point for critical customer incidents, platform outages, and complex connectivity scenarios.
• Triage, investigate, and own high-priority issues from start to finish, coordinating with internal Engineering, Product, and Carrier Relations teams.
• Diagnose complex issues related to eSIM provisioning, SM-SR/SM-DP/EIM interactions, platform APIs, and MNO core network behavior.

• Communicate clearly and effectively with high-value B2B customers during critical incidents.
• Analyze support ticket trends to provide actionable feedback to the Product and Engineering teams, helping to improve product reliability and functionality.

• 5+ years in technical support for a telecom, MVNO, or IoT/M2M SaaS company.
• 2+ years in a management or team lead role, with direct experience managing remote or offshore technical teams in a 24/7 environment.

• Strong understanding of the mobile/cellular ecosystem (MNOs, MVNOs, 3
  
  GPP).
• Experience in eSIM architecture and GSMA standards, including the technical differences and support challenges of SGP.
  02 (M2M) and SGP.
  32 (IoT) specifications.
• Familiarity with IoT connectivity platforms (CMPs) and M2M/IoT device behavior.

• Experience supporting B2B hardware manufacturers or IoT solution providers.

• A systems-thinker with a proven track record of building and scaling support operations (ITIL or similar process-framework experience is a plus).

• Exceptional problem-solving skills and a calm, composed demeanor during high-pressure situations.

• Experience with IoT protocols (MQTT, CoAP, LwM2M).
• Hands-on experience with API-based support and troubleshooting.
• Direct experience working with customers in the EV, telematics, or drone industries.