Full-Time Manager of Technical Support Engineering

Ascend is a fast-growing SaaS company automating invoice processing and payments for mid- and large enterprises. Ascend AP leverages AI, real-time ERP integrations, and embedded payments.

Leading Technical Support

Ascend is seeking a Manager to lead and manage the Technical Support organization.

Responsibilities:

• Manage day-to-day operations of Technical Support (Level 1-3) and BPO teams.
• Manage, train, and coach technical support engineers.
• Manage external BPO services, SLAs, and financial performance.
• Customer Advocate: Manage common product issues, identify ticket trends, and provide feedback to product.
• Team development, mentorship, and career progress.
• Escalation management, technical expertise, and professionalism.
• Operational Performance Management: Ensure support services align with SLAs, analyze improvement areas, implement automation, and use leading technology.
• End-to-End Support Management: Responsible for all Ascend Products (Lawson, SmartTouchAP, Ascend AP).
• Day-to-day operations on BPO, supervising Validation Services.
• Manage ticket handling and escalation.
• Operational management, including staffing and service performance.
• Ticket performance management and escalations.
• Root cause analysis and technical resolutions.
• Monitoring and managing internal systems.
• Process improvement project identification and investment analysis.
• Escalation management (cross-collaboration with engineering, QA, and IT Ops).
• Metric management (SLA, KPIs, CSAT).

Requirements:

• 5+ years experience in technical support, engineering, or customer support.
• Passionate manager with a growth mindset, intellectual curiosity, and grit.
• Excellent technical leadership and translation skills.
• Hands-on production system experience (SaaS preferred).
• ITIL Foundation or similar certification is a plus.
• BS in Computer Science/Engineering.
• Experience with offshore/BPO management.
• Understanding of financial metrics for technical support (cost per customer, ticket costs, etc.).

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