Full-Time Senior Manager, Technical Product Support

• Directly manage multiple Technical Support Managers.
• Foster professional growth within teams.
• Define and communicate standards for customer and supplier support.
• Proactively identify improvement opportunities.
• Engage directly in critical escalations.
• Establish and monitor key performance indicators (KPIs).
• Determine which support-related functions should reside within the technical support organization.
• Ensure operational processes are efficient and scalable.
• Maintain strong technical expertise.
• Provide guidance during high-impact escalations.
• Oversee documentation and knowledge-sharing.
• Serve as the liaison between Technical Product Support and internal teams.
• Lead cross-functional initiatives.

• Bachelor’s degree required; advanced degree preferred.
• 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.
• Experienced in creating, implementing, and managing effective KPIs.
• Exceptional problem-solving skills.
• Strong communication skills.
• Deep technical expertise in troubleshooting, API integrations, database management (SQL), Salesforce CRM, and related analytical tools.
• Familiarity with AI-driven and automation-based support solutions is highly desirable.

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