Technical Support Manager

Avive Solutions Inc.

. Lead onboarding, training, and ongoing development of Technical Support team members .

Posted 4/21/2026full-timeBrisbane • California • 🇺🇸 United StatesSeniorLead💰 $120,000 - $135,000 per yearWebsite

About the role

Key responsibilities & impact

Lead onboarding, training, and ongoing development of Technical Support team members
Coach the team to deliver high-quality technical support across Level 1–3 inquiries
Serve as an escalation point for complex issues, stepping in directly when needed to support customers and the team
Guide day-to-day execution, ensuring issues are handled efficiently based on complexity
Oversee daily support across phone, email, and chat channels, with a strong emphasis on a phone-first support model
Build and reinforce best practices for handling real-time customer interactions over the phone, including troubleshooting, communication, and de-escalation
Act as a hands-on leader, stepping in during peak times and complex situations
Drive effective troubleshooting across hardware, software, and system-related issues
Own and optimize case management workflows to improve resolution speed and consistency
Define and manage support KPIs and SLAs (response time, resolution time, CSAT, backlog health)
Track team performance and drive accountability against service targets
Support high-impact customer issues and ensure consistent communication and resolution
Partner with Product, Engineering, and Quality to improve troubleshooting workflows and system reliability
Build and manage Help Center and knowledge base content to improve self-service and internal support
Collaborate with Finance, Business Operations, and Marketing to improve end-to-end customer experience
Identify trends and provide feedback to drive product and process improvements
Analyze support metrics to identify gaps and improve performance
Forecast staffing needs and ensure proper coverage across channels
Continuously refine processes, tools, and documentation to improve efficiency and scale
Support outbound follow-up as needed (e.g., onboarding reminders, unresolved tickets)
Ensure operational tasks and back-office support duties are completed within required timeframes
Continuously look for opportunities to streamline workflow, automate repetitive tasks, and enhance customer experience

Requirements

What you’ll need

6–10 years of experience in technical support or support engineering
3+ years leading teams in a hardware + software environment
Strong hands-on troubleshooting across devices, systems, and integrations
Experience in a phone-first support environment with real-time coaching
Proven ability to build and scale support processes, workflows, and infrastructure
Experience with tools like Zendesk, Salesforce, and Jira
Strong understanding of case management, escalations, and SLA-driven support
Experience building and maintaining Help Center / knowledge base content
Ability to partner cross-functionally with Engineering, Product, and Business Systems
Analytical mindset with a focus on improving performance through data

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Avive Solutions Inc. Website LinkedIn All Job Openings 11 - 50 employees ⚕️ Healthcare Insurance 🔧 Hardware Healthcare Insurance
Hardware Avive Solutions Inc. is a company dedicated to improving cardiac arrest survival rates through innovative technology. They specialize in the development of AEDs (Automated External Defibrillators) with advanced connectivity features such as 911 integration, real-time data transmission, and wireless automation for maintenance. Their flagship product, the Avive Connect AED, is ultra-portable and designed for various settings including homes, schools, churches, gyms, and businesses. Avive aims to revolutionize emergency response to sudden cardiac arrest by making AEDs more accessible and user-friendly. Technical Support Manager 🔥 1 hour ago 🏢🏡 Brisbane – Hybrid 💵 $120k - $135k / year ⏰ Full Time 🟠 Senior 🔴 Lead 📞 Support Engineer Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Lead onboarding, training, and ongoing development of Technical Support team members
Coach the team to deliver high-quality technical support across Level 1–3 inquiries
Serve as an escalation point for complex issues, stepping in directly when needed to support customers and the team
Guide day-to-day execution, ensuring issues are handled efficiently based on complexity
Oversee daily support across phone, email, and chat channels, with a strong emphasis on a phone-first support model
Build and reinforce best practices for handling real-time customer interactions over the phone, including troubleshooting, communication, and de-escalation
Act as a hands-on leader, stepping in during peak times and complex situations
Drive effective troubleshooting across hardware, software, and system-related issues
Own and optimize case management workflows to improve resolution speed and consistency
Define and manage support KPIs and SLAs (response time, resolution time, CSAT, backlog health)
Track team performance and drive accountability against service targets
Support high-impact customer issues and ensure consistent communication and resolution
Partner with Product, Engineering, and Quality to improve troubleshooting workflows and system reliability
Build and manage Help Center and knowledge base content to improve self-service and internal support
Collaborate with Finance, Business Operations, and Marketing to improve end-to-end customer experience
Identify trends and provide feedback to drive product and process improvements
Analyze support metrics to identify gaps and improve performance
Forecast staffing needs and ensure proper coverage across channels
Continuously refine processes, tools, and documentation to improve efficiency and scale
Support outbound follow-up as needed (e.g., onboarding reminders, unresolved tickets)
Ensure operational tasks and back-office support duties are completed within required timeframes
Continuously look for opportunities to streamline workflow, automate repetitive tasks, and enhance customer experience 🎯 Requirements
6–10 years of experience in technical support or support engineering
3+ years leading teams in a hardware + software environment
Strong hands-on troubleshooting across devices, systems, and integrations
Experience in a phone-first support environment with real-time coaching
Proven ability to build and scale support processes, workflows, and infrastructure
Experience with tools like Zendesk, Salesforce, and Jira
Strong understanding of case management, escalations, and SLA-driven support
Experience building and maintaining Help Center / knowledge base content
Ability to partner cross-functionally with Engineering, Product, and Business Systems
Analytical mindset with a focus on improving performance through data Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

troubleshootingcase managementsupport processesworkflowsSLA-driven supportperformance analysiscustomer support metricsstaffing forecastingautomationknowledge base management

Soft Skills

coachingleadershipcommunicationaccountabilitycollaborationproblem-solvinganalytical mindsetcustomer experience enhancementprocess refinementteam management