Senior Manager, Technical Support

Role Overview

• Lead a globally distributed team of Technical Support Specialists responsible for resolving complex API and integration issues while driving operational excellence at scale.
• Design and build a 24/7 technical support operation.
• Create clarity and accountability across time zones through strong operating rhythms, documentation, and async communication.
• Own hiring, onboarding, performance management, and career development for team members in multiple regions.
• Foster a culture of technical excellence, inclusion, continuous learning, and customer empathy.
• Act as a senior escalation point for complex partner issues involving APIs, integrations, authentication, webhooks, and platform behavior.
• Guide deep technical investigations and ensure issues are resolved with durable, scalable solutions.
• Partner closely with Engineering to drive effective handoffs, root-cause analysis, and post-incident reviews.
• Ensure high-quality technical documentation, runbooks, and knowledge articles are created and maintained.
• Support high-impact partner interactions and escalations, serving as a trusted technical leader when needed.
• Translate partner feedback and recurring issues into clear, actionable insights for our Product, Strategic Partnerships and Sales teams.
• Define and improve global support workflows, escalation paths, and coverage models.
• Track and improve key performance metrics including time to resolution, escalation rates, partner satisfaction, and issue recurrence.
• Use data and trend analysis to identify systemic issues and prioritize operational improvements.

Requirements

• 8+ years of experience in technical support, including 3+ years managing technical or specialized support teams.
• Strong hands-on experience supporting API-based SaaS products.
• Deep understanding of REST APIs, HTTP methods, authentication (OAuth, API keys), webhooks, and integration troubleshooting.
• Experience leading remote and globally distributed teams.
• Proven ability to manage complex escalations and influence cross-functional partners.
• Strong operational and analytical skills with experience using data to drive improvements.
• Excellent written and verbal communication skills, especially in distributed, async environments.

Benefits

• Healthcare coverage for medical, dental, and vision (90% covered by the company, incl. dependents).
• Pets coverage is also available!
• Take-as-much-as-you-need vacation policy & flexible working hours
• One week-long company wide winter slow down
• 3 Volunteer Days Off (VTOs)
• WFH stipend to set up your home office
• Charity donation match up to $100
• Dedicated programs, coaching, tools, and resources for your professional and career growth as well as an individual learning stipend for your personal and focused growth
• Fun team in person time through our Shippos Everywhere program which includes regular team and company off-sites throughout the year as well as local Shippos gatherings.