Technical Support Manager

Experteer Overview As Technical Support Manager, you lead a global, 24x7 team delivering outstanding on-premises and hosted support. You drive service excellence through collaboration with Engineering, Product, and Customer teams, while advancing AI-enabled support capabilities. This role sits at the intersection of people leadership, customer advocacy, and technology modernization. You will shape how we scale support, adopt GenAI, and improve customer outcomes across diverse regions. Compensation / Benefits * Lead and develop a high-performing 24x7 technical support team across two functions: on-premises support engineers and hosted product TAMs * Improve cross-team collaboration between engineers and TAMs to speed case resolution and maintain customer experience continuity * Oversee case management, escalations, and service delivery to ensure operational excellence * Foster a culture of ownership and accountability with a focus on service quality * Manage day-to-day operations, shift coverage, workload balance, and escalation handling * Implement follow-the-sun coverage, handoffs, and cross-regional workflows * Ensure consistent global support processes (case management, KCS) and adherence to SLAs * Lead critical customer escalations, coordinating with L3 engineering, product, and senior leadership Tasks * Bachelor or equivalent experience; 5+ years in enterprise technical/customer support with people leadership * 3+ years managing teams * MS Office Suite, CRM proficiency, SQL * Knowledge of AI implementations * Travel approximately 10% * Excellent written and verbal English communication * Detail-oriented with strong decision-making and time management Key requirements * work from anywhere * career development * growth opportunities * global presence * diverse workforce

sits coverage, workload balance, and escalation handling * Implement follow-the-sun coverage, handoffs, and cross-regional workflows * Ensure consistent global support processes (case management, KCS) and adherence to SLAs * Lead critical customer escalations, coordinating with L3 engineering, product, and senior leadership Tasks * Bachelor or equivalent experience; 5+ years in enterprise technical/customer support with people leadership * 3+ years managing teams * MS Office Suite, CRM proficiency, SQL * Knowledge of AI implementations * Travel approximately 10% * Excellent written and verbal English communication * Detail-oriented with strong decision-making and time management Key requirements * work from anywhere * career development * growth opportunities * global presence * diverse workforce