Senior Manager, Technical Support

Overview OUR TEAM The Technical Support team at Duetto is critical in ensuring our customers have a seamless and positive experience with our solutions. We resolve technical challenges, provide timely and effective support, and collaborate cross-functionally to drive improvements across our products and processes. We are a remote-first, global team that values adaptability, knowledge-sharing, and continuous improvement. Responsibilities * L2 Team Leadership and Development o Manage and mentor a global team of 5-10 Senior Technical Support Specialists, providing coaching, regular performance feedback, and professional development. This team will span across regions, requiring oversight of team members in different locations. o Foster a culture of accountability, learning, and growth to build a high-performing, collaborative, and engaged L2 team. o Optimize and formalize the time allocation for the Senior team, balancing reactive case work with proactive knowledge management, swarming, mentoring, and cross-functional projects. o Lead team meetings and conduct one-on-ones to discuss goals, performance, and areas for improvement. * Advanced Operational Excellence & Case Oversight o Monitor L2 team schedules, queue coverage, workflows, and KPIs, including productivity, response times, CSAT, knowledge contribution, and case collaboration, to drive operational efficiency. o Ensure Senior team members adhere to schedules and provide high-quality, advanced customer support, including timely resolution of complex escalations. o Act as a player-coach, initially taking on a limited caseload to deeply understand the system and customer issues, transitioning to primary oversight of critical escalations and coaching. o Continuously identify and implement process improvements within the L2 team and its interactions with L1 support. * Bug Reporting and Escalation Management Ownership o Oversee the entire bug reporting process from L1 Support identification (using swarming as needed) to L2 peer review to accurate Jira creation and handoff to Product teams. o Serve as the primary owner for high-severity bug-related issues and escalations, overseeing communication and resolution across internal teams and with customers. Determine bug priority changes based on customer escalations (e.g., from Sales or CSMs). o Ensure that reported bugs are prioritized correctly with Product and Engineering teams, actively working to revamp and enforce relevant SLAs for bug prioritization based on severity, prevalence, and customer impact. o Empower Senior Specialists in their role as primary contacts for Product and Engineering while providing a critical escalation point before issues reach the Senior Director of Technical Support. * Strategic Collaboration & Knowledge Leadership o Serve as a peer leader with L1 Managers, fostering strong collaboration on swarming initiatives, bug triage and reporting, and the creation and delivery of knowledge and

training across the entire support team. o Partner with cross-functional teams (Product, Engineering, and Customer Success) to identify bug trends, improve bug resolution processes, and contribute insights from L2 support to drive product enhancements and customer experience improvements. o Drive knowledge creation and maintenance within the L2 team, ensuring high-quality documentation and up-to-date resources for complex issues and known bugs. o Identify advanced technical support needs, systemic issue analysis, and strategic support initiatives to help lay the groundwork for a future L3 support engineer function. Qualifications * 8+ years of experience in SaaS technical support, including 3+ years of experience managing or leading L2/L3 teams in a B2B SaaS customer-facing support team. * Deep expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments, with a strong ability to get hands-on as needed. * Proven strong leadership skills, including team management, coaching, and performance optimization for advanced technical teams. * Proficiency with tools such as Salesforce, Sentry, Sumo Logic, DataDog, and advanced troubleshooting methodologies. * Exceptional communication skills, with a demonstrated ability to handle high-level escalations, collaborate effectively across teams (Product, Engineering, Sales, CSMs), and represent Support in cross-functional projects. * Extensive experience in driving process improvements, particularly related to bug reporting, prioritization, and resolution workflows, and fostering a culture of continuous learning and accountability. What You Bring * A customer-first mindset and a passion for solving complex problems and driving satisfaction. * The ability to inspire, motivate, and grow a diverse team in a fully remote work environment. * A proactive, solutions-oriented approach to problem-solving and, cross-functional