Full-Time Manager, Technical Support

• Lead and mentor a team of Support Engineers.
• Manage support operations, ensuring SLA compliance.
• Partner with Engineering and Product teams to resolve product defects.
• Review case quality and documentation.
• Implement processes around triage and root cause analysis.
• Track performance metrics.
• Facilitate coaching sessions.
• Promote collaboration across support tiers.
• Contribute to knowledge management.
• Serve as an escalation point for high-impact issues.

• 5–8 years of experience in SaaS or enterprise software support.
• 2+ years in a leadership role.
• Technical foundation in web technologies (APIs, SQL, cloud-hosted platforms).
• Success driving metrics-based performance and process improvement.
• Excellent communication skills.
• Experience collaborating with Engineering, Product, and Customer Success.
• Strong analytical skills.

• Familiarity with the Accela Civic Platform.
• Background in GovTech or multi-tenant application environments.
• Experience leading teams that handle different support levels.
• Technical understanding of REST APIs and system integrations.
• Bachelor’s degree in Computer Science or related field.

• Leadership: Builds high-performing teams.
• Operational Excellence: Uses metrics and data to drive accountability.
• Technical Fluency: Understands platform architecture.
• Customer Advocacy: Balances business and technical priorities.
• Collaboration: Fosters partnerships.
• Continuous Improvement: Seeks innovative ways to enhance support.

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