Lead the day-to-day operations of the Technical Support team, including escalations, prioritization, workload management, and reporting
Serve as the senior-most technical point of escalation for complex issues across POS, ecommerce, hardware, and third-party integrations
Meet directly with customers to gather requirements, capture source data, and support onboarding and import-related workflows
Oversee or directly support data mapping, cleanup, validation, and import preparation using Excel and related tools
Partner with Engineering on bug triage, issue reproduction, root cause analysis, and remediation planning
Run a regular bug review cadence with Engineering and ensure defects are clearly documented, prioritized, and followed through to resolution
Establish, implement, and report on team KPIs and SLAs to improve accountability, visibility, and operational health
Use observability and monitoring tools such as New Relic to investigate issues, identify trends, and improve troubleshooting effectiveness
Partner with Customer Success, Implementation, Product, and other leaders to improve team interfaces, handoffs, and customer outcomes
Coach and develop team members while reinforcing strong ownership, communication, prioritization, and execution
Identify opportunities for automation, application of AI, tooling improvements, and process optimization across support and onboarding workflows

Requirements

3+ years of experience managing technical support, technical operations, or similar customer-facing technical teams
6+ years of experience in B2B SaaS technical support, technical operations, or a comparable environment
Proven experience leading escalated issue resolution and managing complex customer-facing technical work
Experience implementing KPIs, SLAs, and operational reporting
Experience working with tools such as Jira, Zendesk, New Relic, or similar platforms
Strong cross-functional communication skills and comfort working with customers, peers, and senior leaders
Strong organizational, prioritization, and stakeholder management skills
Familiarity with troubleshooting Windows, macOS, and iPadOS environments

Applicant Tracking System Keywords

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

Hard Skills & Tools

data mappingdata cleanupdata validationimport preparationbug triageroot cause analysisissue reproductionautomationprocess optimizationtroubleshooting

Soft Skills

leadershipcommunicationprioritizationorganizational skillsstakeholder managementcustomer engagementteam coachingproblem-solvingaccountabilityvisibility