Technical Support Manager (SaaS)

TL;DR

Technical Support Manager (SaaS): Oversee global 24x7 technical support operations for enterprise data integration and analytics solutions with an accent on strategic leadership, operational excellence, and customer satisfaction. Focus on implementing scalable support services, optimizing processes with automation, and driving KPIs through cross-functional collaboration.

Location: USA Remote (UT/CO/AZ)

Salary: $125,000 – $145,000 USD per year

Company

Gartner Magic Quadrant Leader for 15 years, serving 40,000+ global customers with data quality, AI/ML, and real-time analytics solutions.

What you will do

• Define and implement highly available, responsive, and scalable 24x7 technical support services.
• Oversee operations including staffing, shift planning, resource allocation, and incident management to meet SLAs.
• Drive customer satisfaction by improving response/resolution times and handling escalated issues.
• Collaborate with engineering, product, and customer success teams to resolve complex issues and enhance product quality.
• Track and analyze KPIs, identify trends, and lead continuous improvement initiatives like automation and knowledge sharing.
• Engage stakeholders, mitigate risks, and advocate for resources with senior leadership.

Requirements

• 8-10 years in technical support for SaaS organizations, including 2+ years in manager/team lead role.
• Proven leadership of large global 24x7 support teams, including weekends and night shifts.
• Strong knowledge of analytical/ETL tools, databases (SAP, SQL), ServiceNow/Salesforce, and cloud-based enterprise solutions.
• Demonstrated strategic leadership, customer-centric approach, and cross-functional collaboration skills.
• Analytical problem-solving, exceptional communication for executive presentations, and adaptability.
• Bachelor’s degree in computer science, IT, or related field (master’s a plus).

Culture & Benefits

• Comprehensive benefits: medical, dental, vision, life/AD&D, short/long-term disability, PTO, parental leave.
• 401(k) with company match and additional voluntary benefits.
• Culture of innovation, collaboration, flexibility, and international work environment.
• Career progression, mentoring, extra days for personal development and corporate responsibility.
• Named in Newsweek’s Americas Greatest Workplaces 2025.