Technical Support Manager: Enterprise & Incident Leadership

SOTI Inc; Victoria; Hybrid; AUD 120,000 - 160,000; Full time

Job summary

SOTI Inc in Australia is seeking a Manager, Technical Support to lead and develop a high-performing team of L1–L3 engineers, ensuring exceptional customer experience and SLA adherence.

You will drive incident management, process improvements, and cross-functional collaboration with Sales, Product, and Engineering, while coaching staff to resolve complex technical challenges. This is a leadership role with ANZ alignment and opportunities for growth.

Qualifications

• Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related field.
• Minimum 3+ years of technical support management experience and 6+ years as a technical support lead.
• Outstanding verbal and written communication skills in English.

Responsibilities

• Lead and develop Team Leads and Support Engineers (L1–L3) to high performance and accountability.
• Ensure cases, incidents, and escalations are resolved within SLA and act as final escalation point for critical issues.
• Own major incidents from start to closure and coordinate with engineering/product/infra during outages.
• Collaborate with regional ANZ leadership and cross-functional teams to align on priorities and drive customer outcomes.
• Develop and implement SOPs, playbooks, and escalation paths; drive automation to improve efficiency.
• Track metrics (SLA, CSAT, resolution time) and share weekly/monthly reports with leadership.
• Build and maintain an internal knowledge base and ensure documentation is current.
• Align support hours with ANZ business timings and coordinate with global teams for follow-the-sun support.

Skills

Technical troubleshooting

People management

Communication

Salesforce

Jira

Power BI

Education

Bachelors or Diploma in Computer Networking / IT / CS

Tools

Salesforce

Jira

Power BI

Job description

SOTI Inc in Australia is seeking a Manager, Technical Support to lead and develop a high-performing team of L1–L3 engineers, ensuring exceptional customer experience and SLA adherence.

You will drive incident management, process improvements, and cross-functional collaboration with Sales, Product, and Engineering, while coaching staff to resolve complex technical challenges. This is a leadership role with ANZ alignment and opportunities for growth.