Full-Time Senior Manager, Technical Product Support
Assent is hiring a remote Full-Time Senior Manager, Technical Product Support. The career level for this job opening is Senior Manager and is accepting Ottawa, Canada based applicants remotely. Read complete job description before applying.
This job was posted 4 months ago and is likely no
longer active. We encourage you to explore more recent opportunities on our site. However, you
may still try your luck using 'Apply Now' link below. We recommend focusing on newer listings
available here.
Assent
Job Title
Senior Manager, Technical Product Support
Posted
Career Level
Full-Time
Career Level
Senior Manager
Locations Accepted
Ottawa, Canada
Share
Job Details
The Senior Manager, Technical Product Support at Assent provides strategic leadership and oversight for our Technical Product Support organization. This critical role directly manages multiple Support Managers and teams across all technical tiers—including Technical Associates, Technical Analysts, and Technical Support Architects. The Senior Manager will drive exceptional customer experiences and operational excellence for both Assent’s direct customers and their suppliers.
This leader is responsible for creatively resolving complex technical issues, managing critical customer escalations, establishing and monitoring meaningful performance KPIs, clearly defining best-in-class customer experiences, and strategically determining the scope of technical support functions within Assent’s dynamic support environment.
Responsibilities:
- Directly manage multiple Technical Support Managers, each overseeing teams of Technical Associates, Analysts, and Technical Support Architects.
- Foster professional growth within your teams, ensuring agents and managers consistently perform at high levels against clearly defined KPIs.
- Provide ongoing coaching, mentoring, and performance management to drive sustained team excellence and employee engagement.
- Clearly define and communicate Assent’s standards for outstanding customer and supplier support experiences.
- Proactively identify improvement opportunities to ensure seamless and exceptional service delivery for direct customers and suppliers.
- Engage directly in critical escalations, creatively resolving complex customer issues while clearly managing and setting appropriate expectations.
- Establish, refine, and effectively monitor key performance indicators (KPIs) that measure team performance and customer satisfaction.
- Identify and strategically determine which support-related functions and tasks should reside within the technical support organization, managing the projects required to integrate these responsibilities effectively.
- Ensure operational processes are efficient, scalable, and consistently deliver high-quality technical support.
- Maintain strong technical expertise, capable of engaging directly with Technical Support Architects and other teams in complex troubleshooting and escalations.
- Provide guidance and strategic leadership during high-impact customer and supplier escalations, ensuring timely and effective resolutions.
- Oversee thorough documentation and proactive knowledge-sharing of technical solutions and best practices.
- Serve as the primary liaison and advocate between Assent’s Technical Product Support organization and internal teams including Engineering, Product, Customer Success, and Operations.
- Lead cross-functional initiatives focused on continuous improvement and proactive management of customer and supplier relationships.
Skills & Experience:
- 7-10 years experience in Technical Product Support, Customer Success, or related fields.
- Minimum of 5 years experience managing managers and multiple support teams.
- Proven ability to define and implement standards for exceptional customer and supplier experiences.
- Demonstrated success identifying and integrating technical support tasks and functions into the broader technical support organization.
- Experienced in creating, implementing, and managing effective KPIs and performance strategies.
- Exceptional problem-solving and creative solution capabilities, particularly in managing complex customer and supplier escalations.
- Strong communication skills, with the ability to clearly set and manage expectations internally and externally.
- Deep technical expertise in advanced troubleshooting, API integrations, database management (SQL), Salesforce CRM, and related analytical tools.
- Ability and comfort in directly participating in and guiding complex technical escalations.
Skills
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Senior Manager, Technical Product Support at Assent is
22nd of August 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
Ottawa, Canada
] applicants. .
Related Jobs You May Like
First Level IT Support (Remote)
Belgium
1 day ago
Customer Service
ITIL
O365
EVERIENCE
Full-Time
Entry Level
Product Technical Support - Tier 2
Ottawa, Canada
1 day ago
Communication
Customer Service
Jira
Assent
Full-Time
Experienced
Technical Support - Informatics Software Specialist Level 1
Falmouth, ME
2 days ago
Case Management
Customer Communication
Software Applications Support
LGC Group
Full-Time
Entry Level
Technical Support Representative, Triage (Remote)
Mexico City, Mexico
2 days ago
Communication
Customer Support
Operating Systems
Turnitin, LLC
Full-Time
Experienced
Application Support Engineer II
Chicago, IL
2 days ago
Communication Skills
MongoDB
MySQL
Flywire
Full-Time
Experienced
YEAR $77000 - $92000
Field Service Technician
Dallas, TX
2 days ago
Customer Engagement
Equipment Maintenance
Field Service
Avery Dennison
Full-Time
Experienced
YEAR $60675 - $80900
Microsoft Training Professional
Houston, TX
2 days ago
Communication Skills
Instructional Design
Microsoft 365
Sutherland
Full-Time
Experienced
Technical Support - Informatics Software Specialist Level 1
Falmouth, ME
3 days ago
Case Management
Customer Communication
Software Applications
LGC Group
Full-Time
Entry Level
L1 IT Customer Support French & English
Timișoara, Romania
3 days ago
Communication Skills
Customer Service
English Language
EVERIENCE
Full-Time
Entry Level
Salesforce Support Engineer N2
Rabat, Bahamas
3 days ago
Incident Management
Jira/ServiceNow
Linux
SQLI
Full-Time
Experienced
Ingénieur Poste de travail H/F
Levallois-Perret, France
4 days ago
Active Directory
Agile/Scrum
Intune Autopilot
Devoteam
Full-Time
Experienced
Techline Analyst (Bilingual English/Japanese)
New York, New York
4 days ago
Customer Service
IT Support
Mac OSX
NBCUniversal
Full-Time
Entry Level
YEAR $62000 - $72000