Technical Support Manager, SaaS Operations

$100,000 - $130,000/Yr

Manufacturo - Brea, CA

Full-time - Mid Level

Remote - Brea, CA

About the position

The Technical Support Manager, SaaS Operations is responsible for leading a high-performing team that delivers exceptional customer support in a fast-paced, technology-driven environment. This role involves managing technical consultants and engineers, focusing on customer satisfaction, resolving complex issues, and continuously improving support processes. The manager will shape the technical support strategy, provide expert troubleshooting, and collaborate cross-functionally to enhance customer experiences.

Responsibilities

• Manage, mentor, and lead a team of technical support consultants and support engineers.
• Oversee day-to-day operations of the support team, including queue management and issue resolution timelines.
• Establish team goals, processes, and objectives aligned with company growth and customer satisfaction targets.
• Implement methods to measure customer satisfaction and experience ratings.
• Conduct regular performance reviews and provide feedback and development plans for team members.
• Engage in ad hoc project work for customers or internal departments.
• Develop a rigorous investigative approach to solving customer issues and troubleshooting application behavior.
• Respond to and prioritize requests, issues, and incidents, managing the support queue alongside the team.
• Serve as the escalation point for advanced technical issues requiring in-depth troubleshooting.
• Draft and adhere to technical documentation for applications and customer environments.
• Develop and optimize internal support processes to improve efficiency and customer satisfaction.
• Collaborate with cross-functional teams to ensure the support team has the necessary product knowledge and tools.
• Identify areas for continuous improvement based on customer feedback and support trends.
• Contribute to the brand, values, culture, and progress of the support team.
• Use exemplary soft skills to delight customers and ensure satisfaction and retention.
• Track and report on key support metrics and utilize analytics for continuous improvement.

Requirements

• Proven track record of providing exceptional customer service in a technology-based environment, preferably SaaS.
• Strong technical background with analytical ability to troubleshoot complex issues.
• Excellent written and verbal communication skills, able to convey technical concepts to non-technical audiences.
• Ability to work independently and collaboratively in a team environment.
• Strong time-management skills and ability to prioritize multiple tasks.
• Bachelor's degree in computer science, information technology, engineering, or a related field.

Nice-to-haves

• Experience with software testing, quality assurance, or product management.
• Experience creating knowledge base or reference materials.
• Proficiency with Jira/Atlassian and MS DevOps business tools.
• Familiarity with C#/.NET, Angular, and MS SQL.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance