Senior Manager, Global Technical Support – Call Recording, Analytics

Smarsh

Senior Manager leading global technical support for Call Recording & Analytics at Smarsh. Collaborating with teams to enhance customer assistance and service delivery.

Posted 4/22/2026full-timeAtlanta • 🇺🇸 United StatesSenior💰 $136,000 - $175,000 per yearWebsite

Tech Stack

Tools & technologies

Linux

About the role

Key responsibilities & impact

Manage and mentor a global team of technical support professionals
Develop and retain talent, fostering career growth and progression
Drive consistent processes and SOPs for support delivery
Ensure high levels of customer satisfaction through effective support solutions
Collaborate across functions to resolve escalated issues and improve supportability
Generate reports on support metrics and present findings to stakeholders

Requirements

What you’ll need

7-10 years of experience in B2B technical support
3-5 years successfully leading technical support organizations
Industry experience with Voice Recording &/or Telephony Systems
Experience with SIP Signaling and understanding of Linux and Windows Server
Strong tactical decision-making and crisis management experience
Passion for helping customers and team members succeed
Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development
Bonuses
Stock options
Equipment allowances
Wellness programs

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

B2B technical supportVoice Recording systemsTelephony SystemsSIP SignalingLinuxWindows Server

Soft Skills

mentoringtalent developmentcustomer satisfactioncollaborationtactical decision-makingcrisis managementpassion for helping others