Technical Support Manager – B2B SaaS
HR Force International Private Limited
contract
Posted on:
Location: Virginia • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudServiceNow
About the role
- Lead and manage the technical support team, including hiring, training, and performance management
- Develop and implement support processes, SLAs, and escalation paths to ensure quick and effective issue resolution
- Monitor support tickets, prioritize workloads, and ensure adherence to response and resolution timelines
- Serve as the escalation point for complex or high-priority customer issues
- Collaborate with engineering, product, and QA teams to address recurring issues and contribute to product improvements
- Track and report on support KPIs (response time, resolution time, CSAT, NPS, ticket backlog)
- Implement and optimize support tools and systems (Zendesk, Freshdesk, Jira, or similar)
- Identify opportunities for self-service and knowledge base expansion (FAQs, tutorials, product documentation)
- Drive continuous improvement in support efficiency, customer experience, and team capability
- Represent the voice of the customer by sharing insights and feedback with cross-functional teams
Requirements
- Bachelor’s degree in Computer Science, IT, or related field (or equivalent work experience)
- Strong leadership skills
- 5+ years of experience in technical support for SaaS or enterprise software, with at least 2 years in a leadership role
- Strong knowledge of SaaS platforms, APIs, cloud infrastructure, and web technologies
- Experience with ticketing and support tools (Zendesk, Jira, Freshdesk, ServiceNow, etc.)
- Strong problem-solving skills with the ability to analyze technical issues and guide teams to resolution
- Excellent communication and stakeholder management skills, with experience handling enterprise customers
- Proven ability to build, coach, and lead a high-performing support team