Panorama Education

Technical Support Manager

Panorama Education

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $102,000 - $150,000 per year

About the role

  • Own and continuously evolve the systems, workflows, and performance of the Technical Support team.
  • Coach and develop Technical Support Representatives and Engineers to deliver a high-quality, scalable support experience.
  • Maintain deep technical knowledge of the platform and assist in the support queue when necessary.
  • Lead team onboarding, training, and performance management processes.
  • Define, document, and improve support workflows and processes.
  • Use data to improve productivity, customer satisfaction, and business KPIs.
  • Develop expertise in Panorama's platform, products, and common technical issues.
  • Partner with Product and Engineering to resolve systemic technical issues.

Requirements

  • 3+ years of people leadership experience within Technical Support or a similar operational environment
  • Demonstrated success owning processes and driving operational improvement
  • Strong experience using data to diagnose issues, set priorities, and measure impact
  • Proven ability to manage performance directly, including navigating difficult feedback and accountability conversations
  • Experience leading teams through change, including new workflows, tools, or operating models
  • Track record of building scalable systems that support high-performing teams
  • Ability to learn complex products quickly and use technical knowledge to support and coach others
  • High proficiency in tools such as Google Workspace, Microsoft Office, Salesforce, Jira, and support platforms (e.g., HelpScout, Zendesk)
  • Ability to travel occasionally within the US and Mexico
Benefits
  • 401K with an employer match
  • Health, dental, vision, life insurance, and short-term and long-term disability coverage.
  • Flexible spending account for health care and dependent care
  • Wellness Reimbursement
  • Work from Home Reimbursement
  • Flexible vacation policy
  • Parental leave program
  • Company Issued Laptop†
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysisprocess improvementperformance managementtechnical supportonboardingtrainingscalable systemstechnical knowledgeissue diagnosisoperational improvement
Soft Skills
people leadershipcoachingcommunicationaccountabilitychange managementprioritizationcustomer satisfactionproblem-solvingfeedback navigationteam building