> Markdown version of [/jobs/ext/3040804-manager-technical-customer-support-curator-of-customer-experience](https://www.wearedevelopers.com/jobs/ext/3040804-manager-technical-customer-support-curator-of-customer-experience). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager Technical Customer Support (Curator of Customer Experience) - **Company:** Ron Turley Associates, Inc. - **Location:** Glendale, AZ, United States - **Salary:** $100,000.0 - $120,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Data Analysis, Software Applications, JIRA, Software as a Service, Collaborative Software, Software Debugging, Knowledge Management, Windows PowerShell, Software Tools, Standard Sql, SQL Databases, Systems Integration, B2b Software, Data Analytics - **Published:** September 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=977fe89214e16852 ## About the Role Our ideal candidate is a data-driven B2B software support leader who combines technical credibility with exceptional people leadership and a genuine obsession with the customer experience. * Demonstrated experience leading and managing a customer support team for a B2B technical software or SaaS product. * Experience directly leading a support team of at least five people. * Experience leading and coaching technical Tier 1 and/or Tier 2 support teams. * Strong people-management skills, including setting expectations, coaching performance, creating accountability, developing employees, and building an engaged team. * Strong understanding of CSAT, TTFR, TTR, handle time, support volume, and other support metrics. * Experience using data to make decisions around performance, staffing, workflows, processes, and customer experience. * Experience with ticketing and customer support platforms; Jira and/or Intercom is a plus. * Technical fluency with SQL, APIs, integrations, and modern software applications sufficient to coach through complex support issues. * Experience partnering with Product, Engineering, and/or QA to investigate customer issues and improve the product. * Strong analytical, verbal, and written communication skills. * The ability to rally a team, coach through difficult situations, and communicate effectively with frustrated customers when necessary. * A practical, forward-thinking perspective on how AI can improve Technical Support, even if you haven't personally implemented every use case yet. * Strong ownership and initiative. YOU'LL REALLY STAND OUT IF... * You've led both Tier 1 and Tier 2 technical support teams in a B2B SaaS environment. * You've maintained exceptionally strong CSAT while improving response and resolution metrics. * You've used support data and recurring-ticket analysis to influence a product roadmap or eliminate a meaningful source of support demand. * You've implemented an AI solution in a customer support environment and can explain the problem, implementation, adoption, and measurable result. * You've worked with AI-enabled ticket routing, intelligent knowledge management, AI-assisted quality assurance, agent coaching, or AI-enhanced support analytics. * You've helped build or significantly improve a support knowledge-management program. * You have deeper working knowledge of SQL, APIs, integrations, or other technical troubleshooting tools. * You have experience with Jira and/or Intercom. * You have experience with PowerShell., * Ability to sit or stand for extended periods. * Ability to work at a computer for prolonged periods. * Ability to communicate effectively in person and through video, phone, messaging, and other collaboration tools. * Ability to work onsite at RTA's Glendale, Arizona headquarters as required by the team's hybrid work schedule. * Ability to travel up to 10%, based on business needs. ## Description RTA is looking for a Manager, Technical Customer Support to lead our Tier 1 and Tier 2 Customer Support teams and help us continue raising the bar on what exceptional technical support looks like. This is a player/coach leadership role for someone who loves developing people, understands technical software support, lives in the data, and knows that the best support organizations don't just close tickets-they make customers more successful and help make the product better. You'll also have something that doesn't exist everywhere: close partnership with Engineering, QA, and Product. When a customer has a problem, we solve it together. We don't play ticket tag. And yes, AI matters here. You don't need to walk in with every AI answer already figured out. You do need to be curious, forward-thinking, and able to develop a practical strategy for where AI can make Technical Support smarter-whether that's ticket triage, knowledge management, response quality, QA, coaching, analytics, or eliminating repetitive work so your team can focus on the customer interactions where humans matter most. If you're a technical support leader who loves great service, great teams, great data, and making things better than you found them, you might be our kind of Curator of Customer Experience. YOUR TOP 3 OBJECTIVES If you join RTA, these are the three things we'll look back on and say, "Yep, that's why we hired you." Build & Lead a High-Performing Technical Support Team Lead, coach, and develop RTA's Tier 1 and Tier 2 Customer Support teams while creating clear expectations, accountability, strong operating rhythms, and continuous professional and technical growth. You'll stay close to the work, understand what's happening in the queue, coach from real data and customer interactions, remove roadblocks, and help your people get better. Improve Customer Experience Through Data, Operational Excellence & Product Partnership Own and continuously improve CSAT, TTFR, TTR, handle time, support volume, and other key service measures. Use the data to improve performance, staffing, workflows, and processes. Identify recurring customer issues and partner with Product, Engineering, QA, Customer Success, and Implementation to eliminate root causes. The best ticket is sometimes the one the customer never has to submit. Transform Technical Support Through AI & Smarter Ways of Working Develop and execute a practical AI strategy for Technical Customer Support. Identify where AI can improve ticket triage, knowledge surfacing, response drafting, quality assurance, coaching, analytics, reporting, documentation, and workflow efficiency. You don't need to have implemented every AI use case before; you do need to understand the opportunity, learn quickly, experiment thoughtfully, bring your team along, and measure whether the technology is actually making support better. WHAT YOU'LL ACTUALLY OWN Team Leadership & Coaching Lead, mentor, and develop Tier 1 and Tier 2. Set clear expectations, run effective 1:1s, coach performance, create accountability, and build an environment where strong people continue to grow. Customer Experience & Service Quality Maintain an exceptionally high bar for customer service and ensure service quality remains central to how the team operates. Metrics & Performance Management Own CSAT, TTFR, TTR, handle time, support volume, and other meaningful service metrics. Use data to identify trends, coach performance, prioritize improvements, and make informed decisions. Technical Support Operations Stay close enough to the technical work to coach Tier 1 and Tier 2 effectively. SQL shouldn't scare you, and you should understand enough about APIs, integrations, software behavior, and technical troubleshooting to ask good questions and guide the team. Product & Engineering Partnership Turn support patterns into product improvements. Identify recurring customer problems, quantify their impact, and work with Product, Engineering, and QA to address root causes and reduce avoidable support demand. Process & Knowledge Management Build and continuously improve support processes, playbooks, workflows, escalation paths, and knowledge resources that allow the team to scale. AI Strategy & Adoption Develop the roadmap for how AI can improve Technical Support and prioritize use cases that create meaningful value. AI Team Enablement Build AI literacy across the team and help people use AI-assisted tools responsibly and effectively while maintaining human judgment. Cross-Functional Collaboration Partner closely with Engineering, QA, Product, Customer Success, Implementation, and other teams to create seamless handoffs and unified customer outcomes., * Customer Experience: Maintain a 4.9 or greater CSAT rating across the team while consistently delivering an exceptional Technical Support experience. * Operational Performance: TTFR, TTR, handle time, support volume, and other key service measures are visible, understood, and continuously improving. * Product Impact: Recurring customer issues are identified and quantified, and measurable support demand is eliminated by fixing root causes with Product and Engineering. * AI Transformation: RTA has a clear Technical Support AI strategy, the team adopts the right tools and workflows, and AI produces measurable improvements. * Team Performance: Tier 1 and Tier 2 have clear expectations, accountability, coaching, development, engagement, and technical capability. * Cross-Functional Partnership: Support, Product, Engineering, QA, Customer Success, and Implementation work together effectively around customer issues. WHO THRIVES AT RTA? * Is passionate about serving others. * Passionately cares about our clients and the jobs they do. * Thinks of themselves less, while not thinking less of themselves. You're confident, compassionate, and humble. * Is comfortable with accountability and healthy conflict. * Believes no job is beneath them. * Takes ownership and initiative. * Loves to read, learn, grow, and stretch themselves. * Is constantly looking for more: more to learn, more to improve, and more opportunity to grow. * Is curious about AI and emerging technology and looks for practical ways to create better outcomes. THE BOTTOM LINE We're looking for a leader who brings together exceptional customer service, technical credibility, people leadership, operational discipline, data-driven decision-making, and an AI-forward mindset. You don't have to be the person writing SQL or debugging the application. You do need to understand the technical environment well enough to coach the people who are, recognize when something doesn't make sense, ask good questions, and help move problems toward resolution. This role isn't just about getting tickets closed. It's about building a team that gets better, helping customers succeed, and making RTA's product and support experience better along the way., As part of our commitment to creating a fair, efficient, and consistent hiring process, we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process. AI may be used to identify patterns, highlight relevant skills and experience, and assist in comparing a candidate's qualifications with the requirements of a specific role. These tools are used to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team. Notice Regarding the Use of Artificial Intelligence in Application Review ## Related Videos - [Building Talent Acquisitions Teams](https://www.wearedevelopers.com/videos/1496-building-talent-acquisitions-teams) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [How building an industry DBMS differs from building a research one](https://www.wearedevelopers.com/videos/768-how-building-an-industry-dbms-differs-from-building-a-research-one) - [ Your Code Is the Sales Team Now](https://www.wearedevelopers.com/videos/100327-your-code-is-the-sales-team-now) - [HR Tech: An Essential Ingredient for Tech-Driven Business Transformation](https://www.wearedevelopers.com/videos/1482-hr-tech-an-essential-ingredient-for-tech-driven-business-transformation) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Résumé-Driven Development: How IT trends affect the job market for software developers](https://www.wearedevelopers.com/magazine/59-resume-driven-development-how-it-trends-affect-the-job-market-for-software-developers) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline)