Hybrid Technical Support Manager - Lead & Optimize Support

Kidde Global Solutions; Paris; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Stable employment

Career growth opportunities

Independence and continuous learning

Competitive salary and benefits

Job summary

Kidde Global Solutions is seeking a Technical Support Manager to lead Tier 1 and Tier 2 support, drive service delivery performance, and enhance customer experiences across global teams. You will partner with product, engineering, and leadership to resolve issues efficiently and improve support standards.

You will manage case lifecycle, escalate critical incidents, and implement data-driven improvements while maintaining customer trust and operational excellence.

Qualifications

• Fluent in English and able to communicate with global customers.
• Proven experience leading Technical Support, Service Desk, or Customer Support teams.
• Strong leadership, coaching, and stakeholder management skills.

Responsibilities

• Lead L1/L2 Technical Support Engineers and set performance goals.
• Oversee end-to-end case management and escalation handling.
• Drive process improvements, SOPs, and knowledge management.

Skills

English fluency

Leadership

Technical support management

Stakeholder management

CRM systems (ServiceNow/Salesforce)

Tools

ServiceNow

Salesforce

Job description

Kidde Global Solutions is seeking a Technical Support Manager to lead Tier 1 and Tier 2 support, drive service delivery performance, and enhance customer experiences across global teams. You will partner with product, engineering, and leadership to resolve issues efficiently and improve support standards.

You will manage case lifecycle, escalate critical incidents, and implement data-driven improvements while maintaining customer trust and operational excellence.