AI-Driven Technical Support Manager | Global 24x7 Leadership

Precisely; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Precisely is seeking a Technical Support Manager to lead a global, 24x7 team delivering on-premises software support and hosted services. You will partner with Engineering, Product, and Customer teams to drive AI-enabled support, automation, and high-quality customer experiences.

The role requires strong leadership, strategic thinking, and the ability to balance coverage across time zones, with Pacific time overlap for APAC and Australia. Remote-friendly across locations.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years in enterprise technical/customer support with people leadership.
• 3 years managing teams.
• Experience with AI implementations and escalations.
• Strong English written and verbal communication.

Responsibilities

• Lead and coach a 24x7 global technical support team.
• Manage Support Engineers and Technical Account Managers.
• Improve cross-team collaboration and knowledge sharing.
• Oversee case management, escalations, and service delivery.
• Ensure SLAs, response times, and resolution quality.
• Coordinate with engineering, product, and leadership for escalations.
• Drive AI-enabled support and automation initiatives.

Skills

Leadership

Enterprise support

English communications

Team collaboration

Education

Bachelor's degree

Tools

MS Office Suite

CRM systems

SQL

AI tooling

Power BI/Tableau

Job description

Precisely is seeking a Technical Support Manager to lead a global, 24x7 team delivering on-premises software support and hosted services. You will partner with Engineering, Product, and Customer teams to drive AI-enabled support, automation, and high-quality customer experiences.

The role requires strong leadership, strategic thinking, and the ability to balance coverage across time zones, with Pacific time overlap for APAC and Australia. Remote-friendly across locations.