FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Technical Support Manager
StarComplianceAssociate Director leading Client Support Services team for a SaaS compliance technology company. Driving exceptional support experiences and operational excellence while mentoring technical support professionals.
Tech Stack
Tools & technologiesCloudMS SQL ServerSQL
About the role
Key responsibilities & impact- Lead, mentor and develop a high-performing team of technical support professionals.
- Drive a culture of accountability, collaboration, continuous improvement and customer excellence.
- Act as the senior escalation point for critical client incidents and complex technical issues.
- Partner closely with Product, Professional Services, Relationship Management and Sales teams to ensure effective resolution of customer challenges.
- Oversee support operations, ensuring service levels, response times and customer satisfaction targets are consistently achieved.
- Identify opportunities to improve support processes, tooling, automation and operational efficiency.
- Provide leadership during major incidents, coordinating cross-functional teams and stakeholder communications.
- Analyze support trends, root causes and service metrics to drive proactive improvements.
- Support strategic initiatives relating to platform reliability, scalability and client experience.
Requirements
What you’ll need- Proven experience leading and developing technical support, service delivery, operations or customer support teams within a SaaS environment.
- Extensive experience of managing teams in fast-paced, high-growth technology organizations.
- Strong technical background supporting enterprise web applications and cloud-based platforms, including application hosting and operational support.
- Advanced knowledge of Microsoft SQL Server, SSMS and T-SQL.
- Strong understanding of incident management, problem management, root cause analysis and service improvement methodologies.
- Demonstrated ability to lead complex technical investigations involving multiple stakeholders and systems.
- Exceptional communication and stakeholder management skills, with the ability to engage effectively at all levels, from technical specialists to senior client executives.
- Proven ability to coach, mentor and develop individuals while building highly engaged and high-performing teams.
- Strong organizational and prioritization skills with the ability to manage multiple competing priorities in a dynamic environment.
Benefits
Comp & perks- Nothing specified 📊 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Technical SupportService DeliveryOperations ManagementRoot Cause AnalysisT-SQLApplication HostingCloud-Based PlatformsService Improvement MethodologiesOperational SupportProcess Automation
Soft Skills
CoachingMentoringOrganizational SkillsPrioritizationCollaboration