Global Technical Support Manager
Role details
Job location
Tech stack
Job description
The Global Technical Support Manager will be responsible for leading the evolution of the international technical support function, ensuring service scalability, technical excellence, and the successful deployment of support standards across new countries.
This role combines global coordination, international rollout, technical process design, quality assurance, and team leadership, with limited hands-on operational involvement restricted to critical incidents, complex escalations, or exceptional cases.
The main mission of the role is to translate technical support strategy into clear team execution, ensuring priorities, troubleshooting criteria, tools, and resolution standards are consistently implemented across all markets.
As the company continues its international expansion, this person will be responsible for launching and consolidating the technical support model in new countries, adapting procedures, technical documentation, training materials, and SLAs to each local reality., Technical Team Coordination
- Translate priorities, technical procedures, and new initiatives into clear and actionable team execution.
- Ensure technical support agents have the training, documentation, and tools required to resolve incidents effectively.
- Track KPIs related to resolution time, first-time-fix, escalations, and customer satisfaction.
- Drive adoption of new troubleshooting tools, diagnostic procedures, and technical best practices.
Global Technical Support Leadership
- Lead the evolution of the global technical support model.
- Ensure the consistent implementation of technical standards, SLAs, troubleshooting tools, and support processes across all countries.
- Act as the functional and technical reference for the team, ensuring strategy is translated into clear and aligned execution.
- Participate directly only in complex technical incidents, escalations, or critical service situations, minimizing day-to-day operational management.
New Country Technical Rollouts
- Design and launch the technical support service in new markets.
- Adapt support workflows, technical procedures, documentation, playbooks, and escalation criteria to each country's specific needs.
- Coordinate with local teams, external partners, and internal stakeholders to ensure efficient go-lives.
- Define language needs, support coverage, partner network requirements, and technical operating models for each rollout.
Technical Quality Assurance & Capability Development
- Regularly audit technical cases and tickets handled by the team, ensuring consistency in diagnosis quality, resolution standards, and process compliance.
- Identify technical knowledge gaps, recurring mistakes, and development opportunities through ticket reviews, remote installations, and escalated incidents.
- Define targeted training plans based on identified capability gaps.
- Design enablement sessions focused on troubleshooting, prioritization criteria, internal tools, and complex issue resolution.
- Establish continuous feedback and coaching mechanisms based on real technical cases.
Continuous Improvement & Scalability
- Monitor technical support performance metrics and identify service improvement opportunities.
- Design technical standards and procedures with an international scalability mindset.
- Propose automations, tools, and process improvements that reduce diagnosis and resolution times.
- Technically validate the quality of installations performed by external partners and drive improvement plans where needed.
Cross-Functional Collaboration
- Ensure recurring technical issues, field insights, and improvement opportunities are transferred to Product, Operations, Account Management, and Commercial teams.
- Collaborate on global initiatives aimed at improving service reliability and the customer's technical experience.
- Provide ad-hoc support to the Sales team in client management discussions when technical expertise is required, helping strengthen customer confidence and accelerate commercial opportunities.
- Share structured technical feedback, recurring customer pain points, and field insights with Commercial teams to help improve positioning, strengthen the value proposition, and support revenue growth.
Technical Enablement & Knowledge Management
- Lead the creation of technical documentation, troubleshooting manuals, playbooks, and installation guides for internal support teams and installer networks.
- Drive continuous technical upskilling for the team and for newly launched countries.
- Standardize technical onboarding materials for new hires and international rollouts.
Requirements
The role requires professional fluency in English, and additional languages will be highly valued to support coordination with international teams, clients, and external partners., * Professional fluency in English (mandatory).
- Additional languages are highly valued.
- Strong experience in technical support, service delivery, or technical operations.
- Experience working in multi-country environments or international rollouts.
- Experience in technical QA, ticket auditing, and technical team training.
- Strong ability to structure technical processes and translate them into team execution.
- A mindset focused on scalability, continuous improvement, and cross-functional leadership.
- Experience in team management
What's In It For You
Benefits & conditions
A hybrid model that works - Enjoy the energy of our office 3 days a week and the flexibility of working remotely the other 2.
Flexible schedule - because we trust you to own your time and your outcomes.
Meal vouchers - Enjoy a monthly support of meal vouchers to make your workdays tastier.
Health & wellness - private health insurance and discounted gym memberships to keep both body and mind in top shape.
Learning & development - English classes and role-specific training, because your growth is part of our journey.
23 days of paid time off - plus local holidays, because great ideas need space to rest.
A dynamic, fast-growing environment - where each day is unique and every idea counts.
A collaborative mindset - surrounded by people who genuinely enjoy building together.
Regular afterwork & teambuilding events - activities to relax, connect, and strengthen team bonds.
Why you'll love it here
At Frekuent, we believe our success is built on our people. We're a team of non-conformists, committed and solution-driven individuals, who know that infinity is the limit when it comes to innovation. With plenty of room for personal and professional development, we value creativity, ownership, and collaboration - all driven by a strong culture that fuels our growth.
Be authentic isn't just a value, it's our belief that embracing who we are and appreciating diverse backgrounds, experiences and opinions is what truly enriches us.
If you're ready to jump into an exciting environment and make a real difference, this is the place for you.
