Elite Technology

Technical Support Manager

Elite Technology

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

Cloud

About the role

  • Build, lead, and coach the Technical Support team.
  • Own technical case management, including MTTR, SLA performance, prioritization, communication.
  • Implement end-to-end case ownership, ensuring zero “ping-ponging” between teams.
  • Build and maintain operational runbooks, SOPs, and service workflows for the technical track.
  • Act as incident commander during Sev-1 and Sev-2 events.
  • Oversee technical investigation and resolution for:
  • Cloud service interruptions
  • API failures and integration issues
  • Customizations/configured logic incidents
  • Platform performance degradation
  • Perform and review RCAs, trend analysis, and corrective/preventive actions.
  • Serve as a customer facing technical leader during escalations.
  • Deliver concise, Executive-ready summaries to senior business and technical stakeholders.
  • Participate in customer incident calls, debriefs, and roadmap discussions.
  • Act as the technical point of contact when Support requires senior leadership presence.
  • Validate escalations prior to Engineering handoff; ensure complete triage, reproducible steps, logs, and metadata.
  • Partner with the TPM on prioritization, defect intake, and technical debt grooming.
  • Identify recurring incidents and drive durable product improvements.
  • Use AI triage to improve routing accuracy between Functional and Technical Support.
  • Collaborate with the TPM to implement AI clustering for “silent” platform issues.
  • Oversee AI deflection for common configuration and how-to issues.
  • Perform other duties as assigned to support departmental and company objectives.

Requirements

  • Bachelor's Degree in STEM field or equivalent experience.
  • 6–8 years of experience in SaaS technical support, SRE, escalations engineering, or incident response.
  • 5+ years managing technical teams in a tiered or escalations model.
  • Extensive customer facing experience interacting with C level stakeholders, senior business leaders, and technical leadership teams.
  • Deep understanding of cloud architectures, observability, APIs, logs, and troubleshooting methodologies.
  • Strong background in incident and problem management (RCA, CAPA, PIRs).
  • Experience collaborating with engineering and product on defect intake and prioritization.
  • Ability to travel up < 10% as business needs require.
  • Role requires the following physical capacity: Sedentary: primarily desk/computer work.
  • Must be legally authorized to work in United States; Elite does not provide employment sponsorship for this position.
Benefits
  • Competitive Compensation Package
  • Comprehensive Healthcare Coverage (Health, Dental, Vision)
  • Retirement Savings Plan with an Employer Contribution
  • Professional Development Opportunities
  • Tuition Reimbursement
  • Parental Leave
  • Time Off
  • Wellness Initiatives
  • Employee Assistance Program
  • Generous Global Parental Leave
  • Calm, free premium subscription
  • Employee Discount Program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS technical supportincident responsecloud architecturesAPIstroubleshooting methodologiesRCACAPAPIRstechnical case managementAI triage
Soft Skills
leadershipcoachingcommunicationcustomer facingcollaborationprioritizationproblem managementexecutive communicationincident commandstakeholder management
Certifications
Bachelor's Degree in STEM