Technical Support Manager

Role Overview

As the Technical Support Manager, you will lead a high‑performing team of Technical Support Engineers responsible for ensuring the health and reliability of our customer lifecycle. You are the connective tissue between sellers, customers, and the engineering community. This hands‑on leadership role includes overseeing the support process, diving into complex technical investigations, and ensuring every issue is triaged, translated, and routed to the correct engineering squad for resolution.

Responsibilities

• Team Leadership: lead and mentor a team of Technical Support Engineers to deliver operational excellence and meet evolving business KPIs (e.g., TTR, First Response, Escalation Accuracy).
• Process Architecture: establish and refine end‑to‑end support workflows to ensure seamless communication between users of the systems (e.g., Sales/CS), level‑1 support, and engineering teams.
• Issues Orchestration: actively monitor real‑time channels to acknowledge, triage, and assess the severity of enterprise‑level issues as they arise.
• Root‑Cause Investigation: conduct deep‑dive technical forensics using logs, APIs, and database queries to pinpoint exactly where a customer journey has failed.
• Technical Translation: translate complex failures into high‑context Jira tickets, providing developers with clear reproduction steps and business impact assessments.
• Stakeholder Alignment: facilitate prioritisation discussions between Product and Business units to ensure engineering resources are focused on the highest‑value resolutions.

Qualifications

• Leadership experience: proven track record in people management or leading complex, multi‑stakeholder technical workstreams.
• Salesforce ecosystem: deep functional knowledge of the Salesforce platform, specifically Sales Cloud, CPQ, or FSC.
• Technical Diagnostics: expert‑level ability to trace data flow using APIs (Postman/cURL), SQL/Database queries, and log management tools.
• Strategic Communication: exceptional ability to bridge the gap—explaining schema conflicts to developers while simultaneously updating Sales on deal‑blocking issues.
• System Integration: solid understanding of integration patterns, synchronisation failures, and how data moves between internal services and external platforms.
• High‑pressure Prioritisation: demonstrated ability to remain structured and decisive during high‑stakes deal‑desk scenarios or system‑critical outages.

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