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Senior Manager, Technical Support
ProcessUnitySenior Manager of Technical Support at ProcessUnity managing global support and driving AI improvements in the B2B SaaS space.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing AI-driven support ecosystems, including end-to-end triage and automated deflection strategies. Proven ability to lead and develop support teams while driving operational efficiency through data-driven metrics and cross-functional collaboration.
Highest-signal resume keywords
AI-Driven Support Ecosystem ManagementTeam Performance ManagementCross-Functional CollaborationQuantitative Support Operations ManagementPractical Troubleshooting Expertise
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
AI Tools UtilizationSupport Metrics ManagementTechnical Support ManagementVibe CodingSalesforce AdministrationREST API DebuggingEmail Delivery/RoutingBasic Networking FundamentalsKnowledge Base DevelopmentCustomer Application Development
Soft Skills
Coaching AbilityExcellent CommunicationAdvocacy for Customer PrioritiesTailored Communication SkillsCross-Functional Representation
Tools & Technologies
Salesforce AgentforceFin by IntercomForethoughtAI-Driven Analysis ToolsSupport Knowledge Base Tools
Industry Keywords
B2B SaaSEnterprise Account ManagementGRCTPRMVendor Risk ManagementCompliance Software
Tech Stack
Tools & technologiesDNSSMTP
About the role
Key responsibilities & impact- Own end-to-end health of the support function: resolution quality, escalation rate, handoff rate, and self-service deflection across both products.
- Provide after-hours on-call coverage for emergencies and critical escalations as part of 24x7 support.
- Accountable for support SLAs, backlog management, and trend analysis.
- Manage and coach a team of global support engineers handling L2 escalations across authentication, platform configuration, integrations, Global Risk Exchange respondent support, and more
- Directly own escalation relationships for our largest enterprise accounts across regulated industries.
- Partner with engineering leadership on escalation and triage.
- Redesign handoff and routing processes to achieve team efficiencies while delivering excellent service to customers.
- Own ProcessUnity's AI-driven support ecosystem end-to-end triage, virtual agents, and automated deflection - including the response narratives and automated flows used with customers.
- Use AI to analyze customer interactions, surface patterns and gaps, and run ongoing feedback-review cycles to keep the experience accurate and effective.
- Own the knowledge base and self-service deflection strategy, prioritizing new content based on observed support patterns.
- Report on support-function health and trends to leadership.
- Vibe code tools to expedite and improve customer experience
Requirements
What you’ll need- 5+ years in customer/technical support, including minimum 3 years directly managing a support team for B2B SaaS
- Demonstrated, strategic use of AI tools to drive process, documentation, and support improvements
- Proven, hands-on experience owning an AI-driven support ecosystem end-to-end (e.g., Salesforce Agentforce, Fin by Intercom, Forethought, or comparable platforms) including automated flows, response narratives, and AI-driven analysis of customer interactions - with measurable results
- Experience owning team member performance management: setting goals, conducting reviews, managing improvement plans, and making data-driven promotion/compensation recommendations
- Proven coaching ability - track record of developing individual contributors' technical and communication skills through regular 1:1s, case reviews, and clear, structured feedback
- Cross-functional collaboration skills and experience representing support's voice in broader organizational discussions (product, engineering, sales, or customer success, etc.).
- Ability to effectively advocate for customer/support priorities in roadmap or process decisions
- Experience building or scaling a support team (hiring, onboarding design, career pathing)
- Track record of managing support operations by quantitative metrics (resolution time, escalation rate, handoff rate) rather than survey-based CSAT alone.
- Practical troubleshooting expertise across core IT infrastructure: email delivery/routing (SMTP, DNS records like SPF/DKIM/DMARC), basic networking fundamentals (DNS, ports, VPNs), proxy and firewall behavior, REST API debugging (auth, payloads, status codes), etc.
- Experience managing enterprise-account escalations
- Experience partnering cross-functionally with engineering on defect triage and escalation.
- Excellent written and verbal communication.
- Ability to effectively tailor communication for a variety of audiences and purposes, including team coaching and executive reporting
- Experience owning or building a support knowledge base or self-service deflection program (preferred)
- Background in GRC, TPRM, vendor risk, or adjacent compliance software (preferred)
- Experience with Salesforce platform administration and reporting (preferred)
- Experience developing customer applications with an AI ecosystem to support the team's daily needs (preferred)
- Vibe coding experience and history of creating tools and Apps with AI (preferred)
Benefits
Comp & perks- 🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account ProcessUnity Website LinkedIn All Job Openings 51 - 200 employees 📋 Compliance 🔒 Cybersecurity 🏢 Enterprise 💰 Private Equity Round on 2021-09 Compliance
- Cybersecurity
- Enterprise ProcessUnity is a leading provider of third-party risk management and cybersecurity risk management solutions. The company's platform offers comprehensive tools for automating third-party risk lifecycles, from onboarding and due diligence to ongoing monitoring and performance management. ProcessUnity is particularly known for its configurability and enterprise integrations, enabling organizations to unify their risk data and collaborate more effectively. With a strong emphasis on compliance, ProcessUnity also provides solutions for regulatory compliance, anti-bribery, and cybersecurity governance. The Global Risk Exchange, formerly known as CyberGRX, is part of ProcessUnity's offerings, providing access to a vast library of third-party risk assessments. ProcessUnity's platform is recognized as a leader in the Forrester Wave for Third-Party Risk Management Platforms. Senior Manager, Technical Support 🔥 58 minutes ago 🇺🇸 United States – Remote 💵 $105k - $145k / year ⏰ Full Time 🟠 Senior 📞 Support Engineer 🦅 H1B Visa Sponsor DNS SMTP Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
- Own end-to-end health of the support function: resolution quality, escalation rate, handoff rate, and self-service deflection across both products.
- Provide after-hours on-call coverage for emergencies and critical escalations as part of 24x7 support.
- Accountable for support SLAs, backlog management, and trend analysis.
- Manage and coach a team of global support engineers handling L2 escalations across authentication, platform configuration, integrations, Global Risk Exchange respondent support, and more
- Directly own escalation relationships for our largest enterprise accounts across regulated industries.
- Partner with engineering leadership on escalation and triage.
- Redesign handoff and routing processes to achieve team efficiencies while delivering excellent service to customers.
- Own ProcessUnity's AI-driven support ecosystem end-to-end triage, virtual agents, and automated deflection - including the response narratives and automated flows used with customers.
- Use AI to analyze customer interactions, surface patterns and gaps, and run ongoing feedback-review cycles to keep the experience accurate and effective.
- Own the knowledge base and self-service deflection strategy, prioritizing new content based on observed support patterns.
- Report on support-function health and trends to leadership.
- Vibe code tools to expedite and improve customer experience 🎯 Requirements
- 5+ years in customer/technical support, including minimum 3 years directly managing a support team for B2B SaaS
- Demonstrated, strategic use of AI tools to drive process, documentation, and support improvements
- Proven, hands-on experience owning an AI-driven support ecosystem end-to-end (e.g., Salesforce Agentforce, Fin by Intercom, Forethought, or comparable platforms) including automated flows, response narratives, and AI-driven analysis of customer interactions - with measurable results
- Experience owning team member performance management: setting goals, conducting reviews, managing improvement plans, and making data-driven promotion/compensation recommendations
- Proven coaching ability - track record of developing individual contributors' technical and communication skills through regular 1:1s, case reviews, and clear, structured feedback
- Cross-functional collaboration skills and experience representing support's voice in broader organizational discussions (product, engineering, sales, or customer success, etc.).
- Ability to effectively advocate for customer/support priorities in roadmap or process decisions
- Experience building or scaling a support team (hiring, onboarding design, career pathing)
- Track record of managing support operations by quantitative metrics (resolution time, escalation rate, handoff rate) rather than survey-based CSAT alone.
- Practical troubleshooting expertise across core IT infrastructure: email delivery/routing (SMTP, DNS records like SPF/DKIM/DMARC), basic networking fundamentals (DNS, ports, VPNs), proxy and firewall behavior, REST API debugging (auth, payloads, status codes), etc.
- Experience managing enterprise-account escalations
- Experience partnering cross-functionally with engineering on defect triage and escalation.
- Excellent written and verbal communication.
- Ability to effectively tailor communication for a variety of audiences and purposes, including team coaching and executive reporting
- Experience owning or building a support knowledge base or self-service deflection program (preferred)
- Background in GRC, TPRM, vendor risk, or adjacent compliance software (preferred)
- Experience with Salesforce platform administration and reporting (preferred)
- Experience developing customer applications with an AI ecosystem to support the team's daily needs (preferred)
- Vibe coding experience and history of creating tools and Apps with AI (preferred) 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 Similar Jobs Technical Support Representative – Tier I 🔥 1 hour ago Uniguest 501 - 1000 ☁️ SaaS 🏢 Enterprise 🏨 Hospitality Website LinkedIn All Job Openings Technical Support Representative troubleshooting tech issues for Uniguest's customers. Providing support for Windows PCs and networking in a fully remote U.S. role. 🇺🇸 United States – Remote 💵 $17 - $18 / hour 💰 $190M Debt Financing - Uniguest on 2021-06 ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer Linux MacOS IT Support Analyst 🔥 2 hours ago Luminate Bank 501 - 1000 🏗️ Construction 🛡️ Insurance 🏦 Banking Website LinkedIn All Job Openings IT Support Analyst responsible for day-to-day technical support and hardware management at Luminate Bank. Collaborating with teams to resolve issues and maintain system functionality. 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer Software Support Analyst 🔥 2 hours ago Luminate Bank 501 - 1000 🏗️ Construction 🛡️ Insurance 🏦 Banking Website LinkedIn All Job Openings Technical support analyst providing IT support for Luminate Bank's innovative mortgage platform. Collaborating with IT teams to troubleshoot hardware and software issues for users. 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer Azure Cloud ITSM ServiceNow Senior IT Support Engineer 🔥 2 hours ago My IT Crew 51 - 200 🔒 Cybersecurity 🤝 B2B 🏥 Healthcare Website LinkedIn All Job Openings Senior IT Support Engineer providing technical excellence and customer satisfaction for a Managed Service Provider. Collaborating on problem-solving and training for incoming staff in a remote environment. 🇺🇸 United States – Remote 💵 $85k - $100k / year ⏰ Full Time 🟠 Senior 📞 Support Engineer Azure Cloud IT Support, Desktop Support Technician 🔥 3 hours ago Kraft & Kennedy, Inc. 51 - 200 💼 Consulting ⚖️ Legal 🔒 Cybersecurity Website LinkedIn All Job Openings Desktop Support Technician role at Kraft Kennedy providing remote and on-site technology support for clients. Involves troubleshooting, client assistance, and collaborating with diverse technical staff. 🇺🇸 United States – Remote 💵 $55k - $65k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer View More Support Engineer Jobs 🌐 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 Is Remote Rocketship legit? Privacy policy Terms of service Job board SEO course Remote Job Search MasterClass AI Apply Copilot OpenClaw job finder Find jobs using your resume 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