Global Senior Manager, 24/7 SaaS Technical Support

Everbridge; United States; On-site; USD 105,000 - 132,000; Full time

Benefits offered by this job

Healthcare benefits

Dental benefits

401(k) plan and match

Paid time off

Fitness reimbursements

Job summary

A leading technology firm in the United States is seeking a Senior Manager for Technical Support to oversee global operations for a critical event management platform. This role involves mentoring support teams, defining support strategies, and ensuring operational excellence. Ideal candidates should have 8+ years in SaaS operations, strong leadership skills, and experience with CRM tools. The position offers competitive pay and a range of employee benefits while promoting a strong culture of accountability and technical excellence.

Qualifications

• 8+ years of experience in technical support or SaaS operations, including 3+ years in senior management.
• Proven experience managing global support operations in a 24/7 SaaS environment.
• Strong leadership skills with a track record of building high-performing teams.

Responsibilities

• Lead and mentor technical support teams delivering 24/7 support.
• Define and execute support strategies aligned with company goals.
• Oversee escalation management for critical customer incidents.

Skills

Leadership

Technical Support Management

SaaS Operations

Customer Satisfaction

Communication Skills

Education

Bachelor’s degree in Computer Science or related field

Master’s degree (preferred)

Tools

Salesforce Service Cloud

Jira Service Management

Zendesk

Job description

A leading technology firm in the United States is seeking a Senior Manager for Technical Support to oversee global operations for a critical event management platform. This role involves mentoring support teams, defining support strategies, and ensuring operational excellence. Ideal candidates should have 8+ years in SaaS operations, strong leadership skills, and experience with CRM tools. The position offers competitive pay and a range of employee benefits while promoting a strong culture of accountability and technical excellence.