Job Description

Technical Support Manager ( Min 5 years as Manager & Immediate joiner Only) Location: Remote Type: Full-time Reports to: Director of Technical Support Role Overview As Technical Support Manager, you will lead a global Level 2 support team responsible for diagnosing and resolving complex customer issues across Profitero product suite. *You will champion our structured incident response process from triage and severity assessment to internal coordination and customer communication ensuring fast, transparent, and accountable support delivery. You will work cross-functionally with Engineering, Client Success, and Product teams to minimize disruption, ensure service quality, and maintain customer trust in a high-growth SaaS environment. Key Responsibilities Lead the Level 2 technical support teams, ensuring effective escalation paths based on issue complexity. Act as (or appoint) the Incident Manager for critical cases, coordinating cross-functional response, root cause analysis (RCA), and follow-up. Implement and enforce a structured severity classification model to guide prioritization and SLA adherence. Ensure internal and external stakeholders are kept informed through appropriate channels, including Zendesk, Jira, Slack, and status updates. Continuously refine support workflows to improve resolution times, enhance transparency, and scale support across regions. Manage a team of around 20 L2 engineers, coaching on technical troubleshooting, communication, and performance metrics. Track support KPIs, customer satisfaction, and quality trends to inform business decisions and demonstrate team impact. Qualifications and Experience 5+ years of technical support management experience in enterprise SaaS or B2B analytics platforms with global or regional support teams. Proficiency in SQL and hands-on experience investigating data quality or platform behavior. Deep understanding of Jira and Zendesk for support ticketing and workflow management. Experience with structured incident management and escalation processes. Strong cross-functional communication skills, including the ability to work effectively with non-technical stakeholders. Comfortable using metrics to measure service quality and demonstrate ROI. Desirable Skills Experience with predictive analytics, eCommerce SaaS platforms, or data infrastructure. Familiarity with global service models across EMEA, APAC, and North America. Prior involvement in support automation or AI/ML-based diagnostics.