Shippo

Senior Manager, Technical Support

Shippo

full-time

Posted on:

Location Type: Remote

Location: Hawaii • Nevada • United States

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Salary

💰 $160,000 - $217,000 per year

Job Level

Senior

About the role

  • Lead a globally distributed team of Technical Support Specialists responsible for resolving complex API and integration issues while driving operational excellence at scale.
  • Design and build a 24/7 technical support operation.
  • Create clarity and accountability across time zones through strong operating rhythms, documentation, and async communication.
  • Own hiring, onboarding, performance management, and career development for team members in multiple regions.
  • Foster a culture of technical excellence, inclusion, continuous learning, and customer empathy.
  • Act as a senior escalation point for complex partner issues involving APIs, integrations, authentication, webhooks, and platform behavior.
  • Guide deep technical investigations and ensure issues are resolved with durable, scalable solutions.
  • Partner closely with Engineering to drive effective handoffs, root-cause analysis, and post-incident reviews.
  • Ensure high-quality technical documentation, runbooks, and knowledge articles are created and maintained.
  • Support high-impact partner interactions and escalations, serving as a trusted technical leader when needed.
  • Translate partner feedback and recurring issues into clear, actionable insights for our Product, Strategic Partnerships and Sales teams.
  • Define and improve global support workflows, escalation paths, and coverage models.
  • Track and improve key performance metrics including time to resolution, escalation rates, partner satisfaction, and issue recurrence.
  • Use data and trend analysis to identify systemic issues and prioritize operational improvements.

Requirements

  • 8+ years of experience in technical support, including 3+ years managing technical or specialized support teams.
  • Strong hands-on experience supporting API-based SaaS products.
  • Deep understanding of REST APIs, HTTP methods, authentication (OAuth, API keys), webhooks, and integration troubleshooting.
  • Experience leading remote and globally distributed teams.
  • Proven ability to manage complex escalations and influence cross-functional partners.
  • Strong operational and analytical skills with experience using data to drive improvements.
  • Excellent written and verbal communication skills, especially in distributed, async environments.
Benefits
  • Healthcare coverage for medical, dental, and vision (90% covered by the company, incl. dependents).
  • Pets coverage is also available!
  • Take-as-much-as-you-need vacation policy & flexible working hours
  • One week-long company wide winter slow down
  • 3 Volunteer Days Off (VTOs)
  • WFH stipend to set up your home office
  • Charity donation match up to $100
  • Dedicated programs, coaching, tools, and resources for your professional and career growth as well as an individual learning stipend for your personal and focused growth
  • Fun team in person time through our Shippos Everywhere program which includes regular team and company off-sites throughout the year as well as local Shippos gatherings.
Applicant Tracking System Keywords

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

Hard Skills & Tools
APIREST APIsHTTP methodsauthenticationOAuthAPI keyswebhooksintegration troubleshootingdata analysisperformance metrics
Soft Skills
leadershipcommunicationoperational excellenceanalytical skillscustomer empathyteam managementcross-functional collaborationproblem-solvingcontinuous learninginclusion