Technical Support Manager — Lead Enterprise Support

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

Job summary

SOTI Inc is seeking a Manager, Technical Support to lead a high-performing team across L1-L3, ensuring exceptional customer experience and operational excellence. You will drive incident management, SLA adherence, and cross-functional collaboration with product and engineering.

Experience leading technical support in a fast-paced environment is essential; the role requires strong problem-solving and stakeholder communication across ANZ regions.

Qualifications

• Strong technical troubleshooting background in complex environments.
• Proven leadership and people-management experience.
• Excellent communication skills with global stakeholders.

Responsibilities

• Lead and develop a high-performing technical support team (L1-L3) ensuring exceptional customer experience and SLA adherence.
• Manage incidents and escalations; drive RCA and cross-functional collaboration.
• Coordinate with regional ANZ leadership and cross-functional teams to deliver business outcomes.

Skills

Technical troubleshooting

People management

Communication

Outage handling

Leadership

Education

Degree or Diploma in Computer Networking, IT, CS or related technical field

Tools

Salesforce

Jira

Power BI

Job description

SOTI Inc is seeking a Manager, Technical Support to lead a high-performing team across L1-L3, ensuring exceptional customer experience and operational excellence. You will drive incident management, SLA adherence, and cross-functional collaboration with product and engineering.

Experience leading technical support in a fast-paced environment is essential; the role requires strong problem-solving and stakeholder communication across ANZ regions.