Manager, Technical Support - Remote

About the Role

We are seeking a Manager, Technical Support to join our team at Elite Technology. This remote position offers an exciting opportunity to lead our new Technical Support function as we transition to a SaaS-ready, tiered support model. As the Manager, you will build and manage a high-performing technical team dedicated to ensuring cloud service health, handling API and customization incidents, and maintaining platform reliability.

What You'll Do

• Build, lead, and coach the Technical Support team to ensure exceptional service delivery.
• Own technical case management, focusing on MTTR, SLA performance, prioritization, and communication.
• Implement end-to-end case ownership, ensuring zero “ping-ponging” between teams.
• Act as incident commander during Sev-1 and Sev-2 events, overseeing technical investigations and resolutions.
• Deliver concise, executive-ready summaries to senior business and technical stakeholders.
• Participate in customer incident calls, debriefs, and roadmap discussions.
• Identify recurring incidents and drive durable product improvements.
• Collaborate with the Technical Product Manager to improve triage quality and manage defect intake.

Requirements

• Bachelor’s Degree in a STEM field or equivalent experience.
• 6–8 years of experience in SaaS technical support, SRE, escalations engineering, or incident response.
• 5+ years managing technical teams in a tiered or escalations model.
• Extensive customer-facing experience interacting with C-level stakeholders and senior business leaders.
• Deep understanding of cloud architectures, observability, APIs, logs, and troubleshooting methodologies.
• Strong background in incident and problem management (RCA, CAPA, PIRs).
• Ability to travel up to 10% as business needs require.

Nice to Have

• Experience with AI triage and clustering for platform issues.
• Familiarity with incident management tools and methodologies.
• Knowledge of legal technology solutions.

What We Offer

• Competitive Compensation Package.
• Comprehensive Healthcare Coverage (Health, Dental, Vision).
• Retirement Savings Plan with an Employer Contribution.
• Professional Development Opportunities and Tuition Reimbursement.
• Wellness Initiatives and Employee Assistance Program.
• Generous Global Parental Leave.
• Calm, free premium subscription and Employee Discount Program.