Lead and scale a multi-location team consisting of Tier 2 and Tier 3 Support Engineers, fostering a culture of technical excellence and proactive ownership.
Define and execute a robust escalation framework for technical, operational, and leadership engagement, ensuring clear accountability and faster coordination across teams.
Implement and oversee advanced support pilots and workflow optimizations—such as consolidated phone blocks and protected casework time—to balance service levels with deep-dive technical investigations.
Partner closely with Engineering, Product, and Customer Success leadership to align on severity levels, response expectations, and long-term support strategies.
Utilize advanced support analytics and "Voice of the Customer" insights to identify technical friction points and drive continuous improvement in case quality and resolution timelines.

Extensive experience leading technical support organizations, with a track record of managing both Tier 2 and Tier 3 level engineers.
Demonstrated ability to lead and inspire teams residing in multiple global locations (e.g., Sofia, Manila, US/UK), maintaining consistency and culture across time zones.
A deep understanding of complex technical ecosystems, including telephony, networking (QoS), and API/integrations.
Experience acting as a "break-glass" path for stalled priority issues, showing visible leadership and calm execution during critical service incidents.
Ability to design and implement sophisticated operational roadmaps, such as 90-day action plans to establish stronger executive governance and tighten crisis response.

Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSA) and Commuter benefits
401K match and ESPP
Paid time off and paid sick leave
Paid parental and pregnancy leave and new parent gift boxes
Family-forming benefits (IVF, Preservation, Adoption etc.)
Emergency backup care (Child/Adult/Pets)
Employee Assistance Program (EAP) with counseling sessions available 24/7
Free legal services that provide legal advice, document creation and estate planning
Employee bonus referral program
Student loan refinancing assistance
Employee perks and discounts program

Senior Manager, Technical Support

Key skills