Sr Manager, Technical Support (Remote - UK)

Jobgether; United Kingdom; Remote; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

Flexible paid time off

Participation in annual discretionary bonus plans

Educational reimbursement opportunities

Hybrid and remote work model

Job summary

A leading tech company in the United Kingdom is seeking a Sr Manager, Technical Support to lead a globally distributed team ensuring exceptional service for enterprise SaaS products. The ideal candidate will have extensive leadership experience and a customer-first mentality, alongside strong analytical and communication skills. This full-time position offers flexible work arrangements and a range of benefits including health coverage, paid time off, and educational reimbursement.

Qualifications

• 4+ years in technical support or support engineering roles with enterprise SaaS products.
• 8+ years in leadership roles managing technical support teams.
• Experience optimizing ticketing systems and support tools.

Responsibilities

• Lead and develop a high-performing support team.
• Oversee daily support operations and maintain SLAs.
• Collaborate with customers to gather feedback and drive improvements.

Skills

Analytical skills

Problem-solving

Interpersonal skills

Communication skills

Flexibility

Education

Bachelor’s degree in Computer Science or related field

Tools

Zendesk

Salesforce Service Cloud

Jira Service Management

Slack

Confluence

Job description

Sr Manager, Technical Support (Remote – UK)

We are looking for a Sr Manager, Technical Support in the United Kingdom. As a Senior Manager in Technical Support, you will lead and mentor a high-performing, globally distributed team of support engineers, team leaders, and managers, ensuring world-class technical assistance for complex enterprise SaaS products. You will drive operational excellence, foster a culture of collaboration and continuous learning, and act as a key liaison between customers, product, and engineering teams.

Accountabilities

• Lead, mentor, and develop a team of support professionals, fostering accountability, collaboration, and continuous learning
• Oversee daily support operations, ensuring coverage, workload balance, and alignment with service‑level agreements (SLAs) and key performance indicators (KPIs)
• Serve as an escalation point for complex technical issues and lead incident, case, and account escalation protocols
• Collaborate with customers to understand needs, gather feedback, and translate insights into actionable improvements
• Implement and optimize support processes, tools, and documentation to enhance efficiency and self‑service capabilities
• Maintain technical expertise in enterprise SaaS products, cybersecurity technologies, and emerging industry trends
• Partner with Product Management, Engineering, and Customer Success teams to facilitate issue resolution and contribute to product enhancements
• Participate in strategic planning for the support function, driving initiatives to improve customer experience and product quality

Requirements

• Bachelor’s degree in Computer Science, Information Security, or a related technical field, or equivalent experience
• 4+ years in technical support or support engineering roles with enterprise SaaS products
• 8+ years in leadership roles managing technical support teams (minimum 30 FTEs), including globally distributed teams
• Proven experience optimizing ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management) and support tools (e.g., Slack, Confluence, Gainsight)
• Strong analytical, problem‑solving, and troubleshooting skills with the ability to interpret complex data
• Excellent communication, interpersonal, and presentation skills to convey technical concepts to diverse audiences
• Customer‑first mindset and proven ability to build strong relationships with stakeholders
• Flexibility to work varied shifts to meet customer needs and thrive in a dynamic, fast‑paced environment
• Preferred: Network security experience, familiarity with XDR, EDR, NDR, SIEM, Six Sigma, and experience leading digital transformation initiatives or international/offshore teams

Benefits

• Health, dental, and vision coverage, with options for dependents
• Flexible paid time off, sick leave, and federal holidays (where applicable), plus volunteer days
• Participation in annual discretionary bonus plans, retirement savings with employer match or pension
• Educational reimbursement opportunities
• Pet insurance (where applicable) and parental leave
• Hybrid and remote work model supporting work‑life balance
• A collaborative, high‑performing culture emphasizing learning, diversity, and inclusion

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Non‑profit Organizations and Primary and Secondary Education