Tech Support Manager - Customer Experience & Incident Lead

SOTI; City of Melbourne; On-site; AUD 120,000 - 160,000; Full time

Job summary

SOTI is seeking a Tech Support Manager to lead a high-performing team delivering exceptional customer experiences. You will drive service quality, SLA adherence, and process improvements across ANZ regions and collaborate with Sales, Professional Services, and Product teams.

You will coach engineers, manage escalations, and optimize workflows while ensuring knowledge sharing and data-driven decisions. This role offers growth in a global tech environment.

Qualifications

• Degree or Diploma in Computer Networking, IT, CS or related field.
• Minimum 3+ years of technical support management experience.
• Outstanding verbal and written communication skills in English.
• Knowledge of mobile computing space and software technologies.

Responsibilities

• Lead and develop a high-performing technical support team and ensure excellent customer experience.
• Ensure SLA adherence and optimize support processes.
• Own major incidents and coordinate with cross-functional teams.
• Collaborate with regional ANZ leadership and cross-functional partners.
• Identify gaps in support workflows and create SOPs/ playbooks.
• Track metrics (SLA, CSAT, resolution time) and share reports.
• Build and maintain a knowledge base for the team.
• Coordinate with global teams for follow-the-sun support.

Skills

Technical troubleshooting

People management

Strong communication

Experience with Salesforce/Jira/Power 

Pressure handling

Education

Degree or Diploma in Computer Networking/IT/CS

Tools

Salesforce

Jira

Power BI

Job description

SOTI is seeking a Tech Support Manager to lead a high-performing team delivering exceptional customer experiences. You will drive service quality, SLA adherence, and process improvements across ANZ regions and collaborate with Sales, Professional Services, and Product teams.

You will coach engineers, manage escalations, and optimize workflows while ensuring knowledge sharing and data-driven decisions. This role offers growth in a global tech environment.