Technical Support Manager

Role Overview

• Build, lead, and coach the Technical Support team.
• Own technical case management, including MTTR, SLA performance, prioritization, communication.
• Implement end-to-end case ownership, ensuring zero “ping-ponging” between teams.
• Build and maintain operational runbooks, SOPs, and service workflows for the technical track.
• Act as incident commander during Sev-1 and Sev-2 events.
• Oversee technical investigation and resolution for:
• Cloud service interruptions
• API failures and integration issues
• Customizations/configured logic incidents
• Platform performance degradation
• Perform and review RCAs, trend analysis, and corrective/preventive actions.
• Serve as a customer facing technical leader during escalations.
• Deliver concise, Executive-ready summaries to senior business and technical stakeholders.
• Participate in customer incident calls, debriefs, and roadmap discussions.
• Act as the technical point of contact when Support requires senior leadership presence.
• Validate escalations prior to Engineering handoff; ensure complete triage, reproducible steps, logs, and metadata.
• Partner with the TPM on prioritization, defect intake, and technical debt grooming.
• Identify recurring incidents and drive durable product improvements.
• Use AI triage to improve routing accuracy between Functional and Technical Support.
• Collaborate with the TPM to implement AI clustering for “silent” platform issues.
• Oversee AI deflection for common configuration and how-to issues.
• Perform other duties as assigned to support departmental and company objectives.

Requirements

• Bachelor's Degree in STEM field or equivalent experience.
• 6–8 years of experience in SaaS technical support, SRE, escalations engineering, or incident response.
• 5+ years managing technical teams in a tiered or escalations model.
• Extensive customer facing experience interacting with C level stakeholders, senior business leaders, and technical leadership teams.
• Deep understanding of cloud architectures, observability, APIs, logs, and troubleshooting methodologies.
• Strong background in incident and problem management (RCA, CAPA, PIRs).
• Experience collaborating with engineering and product on defect intake and prioritization.
• Ability to travel up to 10% as business needs require.
• Role requires the following physical capacity: Sedentary: primarily desk/computer work.
• Must be legally authorized to work in United States; Elite does not provide employment sponsorship for this position.

Tech Stack

• Cloud

Benefits

• Competitive Compensation Package ($140,000
• $175,000 base salary + variable component)
• Comprehensive Healthcare Coverage (Health, Dental, Vision)
• Retirement Savings Plan with an Employer Contribution
• Professional Development Opportunities
• Time Off
• Wellness Initiatives
• Employee Assistance Program
• Generous Global Parental Leave
• Calm, free premium subscription
• Employee Discount Program