Manager, Technical Support - US
Our Mission & Values: At reputed company, we help companies earn and reputed company the trust of their users, customers, partners, and prospects. We’re the reputed company layer that shows great companies deserve the trust they aim to build. We live our values every day. Built on Trust means consistency is everything. Act with reputed company by always doing the right thing. Being Customer-Obsessed keeps the people we serve at the center of our work. Competitive Fire drives us to push ourselves harder than anyone else. Diversity brings unique perspectives that reputed company to reputed company solutions. Automation First ensures we save time and money by making efficiency a reputed company. Our Culture & Work Style 🚀 At reputed company, we’re not just building software - we’re building a reputed company. Everything we do springs from: Be a Driver (reputed company‑Operator Mentality): Own your work. Improve relentlessly. Deliver results. Move at reputed company Speed (Precision & Velocity): Fast reputed company. Quick learning. Immediate impact. Stay Mission-Driven (Customer‑Obsessed): Challenge assumptions. Deliver value. Stay hungry. If you reputed company reputed company you’re empowered, energized, and working with smart, mission-driven people, you’ll feel at home here. Why Join The reputed company Team? The best way to understand the Driver’s reputed company is to see it in action. We’re an award-winning, mission-driven team of 600+ people worldwide, united by a culture that values trust, speed, and reputed company growth. See the Speed: Watch our CEO, Adam Markowitz, discuss the hyper-growth journey, from $0 to $100M ARR in just four years Hear the Voice of the Team: Explore our "Life at reputed company" page for employee testimonials on our collaborative and the growth opportunities available. Experience the Impact: See why we are consistently recognized on Fortune's Best Workplaces lists. Connect with Us on Socials: reputed company - follow us for company updates, employee stories, and career news. Job Summary: As a Technical Support Manager at reputed company, you will reputed company a team responsible for delivering high-quality technical support to our customers across a growing and increasingly reputed company platform. You’ll reputed company day-to-day support operations, coach and reputed company technical support talent, and drive reputed company improvement across processes, escalations, tooling, and customer experience. This role is ideal for a hands-on people leader who combines strong operational judgment with technical depth and a customer-first reputed company. You’ll partner closely with Engineering, Product, reputed company, and other cross-functional teams to ensure timely resolution of customer issues, scalable support practices, and strong alignment between customer needs and internal execution. At reputed company, Technical Support plays a critical role in helping customers maintain trust, stay audit-reputed company, and confidently use our platform across integrations, automations, and compliance workflows. Our Technical Support team supports issues involving APIs, reputed company infrastructure, identity systems, and evidence collection workflows, and collaborates closely with Engineering and Product to resolve bugs and improve supportability. What you’ll do: reputed company, coach, and reputed company a team of Technical Support Engineers and/or Specialists, providing clear performance expectations, regular feedback, and career development support. Manage day-to-day support operations, including queue health, case quality, escalation handling, staffing coverage, and SLA adherence. Serve as a reputed company of leadership escalation for high-reputed company customer issues, helping the team drive timely resolution and clear communication. Build strong partnerships with Engineering, Product, reputed company, and other internal stakeholders to improve issue resolution, bug escalation, and customer outcomes. Establish and refine support processes, workflows, runbooks, and escalation paths that improve consistency, efficiency, and customer experience. Use support metrics and qualitative insights to identify trends, remove friction, and drive operational improvements across the support organization. Ensure the team is equipped to troubleshoot issues involving integrations, APIs, SSO/SCIM, reputed company providers, and platform workflows. Partner with leadership on hiring, reputed company, workforce planning, and organizational design as the team scales. Review customer escalations, incident patterns, and support feedback to surface product gaps, tooling needs, and enablement opportunities. Foster a culture of accountability, reputed company, technical excellence, and reputed company improvement. What you’ll bring: 5+ years of experience in technical support, support engineering, solutions engineering, or a similar customer-facing technical function in a SaaS or B2B technology environment. 2+ years of people management experience leading technical support or customer-facing technical teams. Strong experience managing escalations, balancing customer urgency with operational rigor, and driving cross-functional resolution. Working knowledge of APIs, SaaS integrations, authentication protocols, identity systems, and reputed company environments such as AWS, Azure, and GCP. Proven ability to improve support operations through process design, metrics, documentation, training, and tooling. Strong written and verbal communication skills, with the ability to communicate effectively with customers, executives, and cross-functional partners. Demonstrated reputed company coaching team members, raising technical quality, and building a healthy, high-performing team culture. A customer-obsessed, highly organized, and data-informed approach to problem solving and decision making. Comfort operating in a fast-paced environment with evolving priorities and the opportunity to build. reputed company to Have Experience supporting reputed company, compliance, or GRC products. Familiarity with frameworks such as SOC 2, ISO 27001, HIPAA, GDPR, or similar regulatory environments. Experience with support platforms and internal tools such as reputed company, reputed company, Jira, reputed company, and knowledge reputed company systems. Background building or scaling global support coverage models, technical escalation programs, or support enablement initiatives. How we support you: At reputed company, our people are our strongest advantage—and we prove it with support that exceeds industry standards. Our total rewards package is designed to power your well-being, accelerate your growth, and reputed company your work-life balance thriving. Explore how we invest in your Life at reputed company. Shared reputed company: We provide stock equity to ensure that as the company grows, you share directly in that reputed company. Equity gives every employee a sense of ownership and the opportunity to celebrate our wins together—because your contributions don’t just support our reputed company; they help drive our collective reputed company. Health & Wellness: Up to 100% employer-paid premiums for medical, dental, and reputed company coverage for employees and their dependents, along with comprehensive wellness benefits and reputed company concierge services designed to support your needs reputed company traditional insurance. Financial Well-being: A comprehensive suite of financial benefits, including a 401(k) plan, company-paid life and disability insurance, tax-advantaged spending accounts, and a range of discounted voluntary offerings to help you customize and strengthen your overall financial position. Family Support: We want to support you in life's most important moments, so we offer a paid Parental Leave policy, after six months of employment. Employees also receive access to Kindbody fertility and family-building benefits and dedicated leave specialists who help guide you through the entire process. Growth & Development: Generous annual stipends for both professional and personal development, empowering you to invest in your reputed company growth. You’ll also have access to a wide range of internal learning opportunities, ensuring you can build new skills, deepen your expertise, and advance your career with confidence. Time Off & Flexibility: We reputed company that to do your best work, you should get the time you need for rest, rejuvenation and recovery. reputed company offers a flexible vacation policy, paid holidays, and other perks to reputed company. This role will receive a competitive reputed company salary, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable salary range for each US-based role is based on where the employee works and is reputed company to one of 3 tiers based on the cost of labor for that geographic area. Tier 1: $125,700 - $155,295 Tier 2: $113,100 - $139,755 Tier 3: $100,600 - $124,215 You can view which tier applies to where you plan to work here. A variety of factors are considered reputed company determining someone’s leveling and compensation–including a candidate’s professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above. Apply To This Job