Own and continuously evolve the systems, workflows, and performance of the Technical Support team.
Coach and develop Technical Support Representatives and Engineers to deliver a high-quality, scalable support experience.
Maintain deep technical knowledge of the platform and assist in the support queue when necessary.
Lead team onboarding, training, and performance management processes.
Define, document, and improve support workflows and processes.
Use data to improve productivity, customer satisfaction, and business KPIs.
Develop expertise in Panorama's platform, products, and common technical issues.
Partner with Product and Engineering to resolve systemic technical issues.

3+ years of people leadership experience within Technical Support or a similar operational environment
Demonstrated success owning processes and driving operational improvement
Strong experience using data to diagnose issues, set priorities, and measure impact
Proven ability to manage performance directly, including navigating difficult feedback and accountability conversations
Experience leading teams through change, including new workflows, tools, or operating models
Track record of building scalable systems that support high-performing teams
Ability to learn complex products quickly and use technical knowledge to support and coach others
High proficiency in tools such as Google Workspace, Microsoft Office, Salesforce, Jira, and support platforms (e.g., HelpScout, Zendesk)
Ability to travel occasionally within the US and Mexico

401K with an employer match
Health, dental, vision, life insurance, and short-term and long-term disability coverage.
Flexible spending account for health care and dependent care
Wellness Reimbursement
Work from Home Reimbursement
Flexible vacation policy
Parental leave program
Company Issued Laptop†

Technical Support Manager

Key skills