Global Technical Support Manager — AI-Driven, 24/7 Ops

Socket.dev; United States; On-site; USD 120,000 - 170,000; Full time

Job summary

Precisely is seeking a Technical Support Manager to lead a 24x7 global team delivering on-premises and hosted services, with a focus on AI-enabled innovation and customer advocacy.

You will partner with Engineering, Product, and Customer teams to drive service excellence, implement follow-the-sun coverage, and ensure SLA adherence while supporting a diverse, distributed workforce across time zones.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years in enterprise technical/customer support with people leadership.
• 3 years managing teams.
• Strong written and verbal English communication.
• Experience with MS Office, CRM, AI, SQL.
• Travel ~10% for client visits and meetings.

Responsibilities

• Lead, coach, and develop a 24x7 global technical support team.
• Manage Support Engineers and Technical Account Managers.
• Improve cross-team collaboration for case resolution.
• Ensure service delivery and case management excellence.
• Maintain SLAs and escalation processes.
• Oversee shift coverage and workload balancing.
• Implement follow-the-sun coverage and handoffs.
• Enforce global support processes and KCS.
• Coordinate with engineering, product, and leadership on escalations.

Skills

MS Office Suite

CRM knowledge

AI implementations

SQL

English proficiency

Education

Bachelor's degree

Tools

Power BI

Tableau

REST APIs

JSON/XML

Job description

Precisely is seeking a Technical Support Manager to lead a 24x7 global team delivering on-premises and hosted services, with a focus on AI-enabled innovation and customer advocacy.

You will partner with Engineering, Product, and Customer teams to drive service excellence, implement follow-the-sun coverage, and ensure SLA adherence while supporting a diverse, distributed workforce across time zones.