Technical Support Manager: Lead Enterprise Support & SLAs

soti; City of Monash; On-site; AUD 110,000 - 170,000; Full time

Job summary

SOTI is seeking a Manager, Technical Support to lead a high-performing team of L1-L3 engineers in ANZ, driving exceptional customer experience and SLA adherence. You will coach, mentor, and optimize processes while collaborating with engineering, product, and regional leadership to resolve complex issues.

You will own incident management, implement improvements, and ensure metrics like CSAT and resolution time meet enterprise standards across the region.

Qualifications

• Strong technical troubleshooting background.
• Proven people management and leadership skills.
• Excellent communication with global stakeholders.
• Experience with enterprise tools like Salesforce, Jira and Power BI.

Responsibilities

• Team Leadership and Operations: Manage and lead Team Leads and Support Engineers (L1-L3), ensuring high performance and accountability across the team. Set goals, track performance, and handle coaching and feedback. Hire, onboard, and train new team members. Keep team morale strong and reduce attrition.
• Customer Support Delivery: Make sure cases, incidents, and escalations are handled within SLA. Act as the final escalation point for critical or high-impact issues. Improve response time and resolution quality. Drive a strong customer experience, especially for enterprise clients.
• Incident and Escalation Management: Own major incidents from start to closure. Coordinate with engineering, product, and infra teams during outages. Run RCA and share learnings. Build processes to prevent repeat issues.
• Stakeholder Management: Work closely with regional leadership in ANZ. Partner with Sales, Professional Services, and Product teams. Communicate clearly with customers during incidents or escalations. Represent support in leadership discussions.
• Process Improvement: Identify gaps in support workflows and fix them. Build SOPs, playbooks, and escalation paths. Improve case handling efficiency and automation. Use data to drive decisions.
• Metrics and Reporting: Track key metrics like SLA, CSAT, resolution time, backlog. Share weekly and monthly reports with leadership. Use insights to improve team performance.
• Knowledge Management: Build and maintain an internal knowledge base. Ensure documentation is updated and easy to use. Encourage the team to document fixes and learnings.
• Regional Alignment (ANZ Specific): Align support hours with ANZ business timings. Understand local customer expectations and compliance needs. Coordinate with global teams for follow-the-sun support. Should be flexible to attend odd business hours, leadership, and escalation calls/meetings.

Skills

Technical troubleshooting

People management

Communication

Tools

Salesforce

Jira

Power BI

Job description

SOTI is seeking a Manager, Technical Support to lead a high-performing team of L1-L3 engineers in ANZ, driving exceptional customer experience and SLA adherence. You will coach, mentor, and optimize processes while collaborating with engineering, product, and regional leadership to resolve complex issues.

You will own incident management, implement improvements, and ensure metrics like CSAT and resolution time meet enterprise standards across the region.