Lead, mentor and develop a high-performing team of technical support professionals.
Drive a culture of accountability, collaboration, continuous improvement and customer excellence.
Act as the senior escalation point for critical client incidents and complex technical issues.
Partner closely with Product, Professional Services, Relationship Management and Sales teams to ensure effective resolution of customer challenges.
Oversee support operations, ensuring service levels, response times and customer satisfaction targets are consistently achieved.
Identify opportunities to improve support processes, tooling, automation and operational efficiency.
Provide leadership during major incidents, coordinating cross-functional teams and stakeholder communications.
Analyze support trends, root causes and service metrics to drive proactive improvements.
Support strategic initiatives relating to platform reliability, scalability and client experience.

Proven experience leading and developing technical support, service delivery, operations or customer support teams within a SaaS environment.
Extensive experience of managing teams in fast-paced, high-growth technology organizations.
Strong technical background supporting enterprise web applications and cloud-based platforms, including application hosting and operational support.
Advanced knowledge of Microsoft SQL Server, SSMS and T-SQL.
Strong understanding of incident management, problem management, root cause analysis and service improvement methodologies.
Demonstrated ability to lead complex technical investigations involving multiple stakeholders and systems.
Exceptional communication and stakeholder management skills, with the ability to engage effectively at all levels, from technical specialists to senior client executives.
Proven ability to coach, mentor and develop individuals while building highly engaged and high-performing teams.
Strong organizational and prioritization skills with the ability to manage multiple competing priorities in a dynamic environment.

Technical Support Manager

Key skills