Senior Manager, Technical Support

Hammerspace

Senior Manager of Technical Support overseeing customer success at Hammerspace. Build and lead global support organization while collaborating with engineering and product teams.

Posted 5/1/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $150,000 - $200,000 per yearWebsite

Tech Stack

Tools & technologies

Linux

About the role

Key responsibilities & impact

Build and Lead the Support Team
Hire, mentor, and grow a high-performing global support organization
Actively participate in complex customer escalations while developing your team’s skills and autonomy
Work closely with Engineering, Product Management, and Customer Success
Ensure customer issues are prioritized and resolved with urgency and care
Define and implement best practices, SLAs, KPIs, and reporting processes
Design scalable processes, anticipate future needs, and contribute to leadership culture
Analyze support data and customer feedback to drive iterative improvement in service delivery

Requirements

What you’ll need

8+ years of experience in technical support leadership roles
at least 3 years leading high-growth teams in startup or scale-up environments
Proven player-coach leadership style
Strong technical background in file systems, data storage, Linux environments, or enterprise software
Track record of building trusted relationships with Engineering and Product teams
Exceptional communicator with executive presence
Passion for team building, coaching, and talent development
Experience supporting enterprise B2B customers in mission-critical environments
Excellent written and verbal communication skills
Ability to travel up to 10%

Benefits

Comp & perks

broad range of health plans for medical, dental, vision, life and disability
401k plans
flexible time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportfile systemsdata storageLinux environmentsenterprise softwareSLAsKPIsreporting processesservice deliverycustomer escalations

Soft Skills

leadershipmentoringteam buildingcoachingcommunicationrelationship buildingexecutive presenceautonomyproblem-solvingiterative improvement