Head of Technical Support & AI-Driven Customer Experience

Socket.dev; Glendale (AZ); On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

401(k) with match

Flexible PTO

Medical plan with HSA

Job summary

RTA in Glendale, Arizona is seeking a Manager, Technical Customer Support to lead our Tier 1 and Tier 2 teams and drive world-class technical support. This player/coach role emphasizes developing people, data-driven decision making, and a strong partnership with Engineering, QA, Product.

You’ll own CSAT, TTFR, TTR, handle time, and collaborate across functions to eliminate root causes, while building an AI-forward support organization that scales with the business.

Qualifications

• Experience leading a customer support team for a B2B software or SaaS product.
• Experience leading a support team of at least five people.
• Experience leading and coaching Tier 1 and Tier 2 support teams.
• Strong people-management skills, including setting expectations and coaching performance.
• Strong understanding of CSAT, TTFR, TTR, handle time, and other key metrics.
• Experience using data to drive decisions around performance and staffing.
• Experience with ticketing platforms (Jira and/or Intercom) a plus.
• Technical fluency with SQL, APIs, integrations, and troubleshooting.
• Experience partnering with Product, Engineering, and QA to address customer issues.

Responsibilities

• Lead, mentor, and develop Tier 1 and Tier 2 teams.
• Maintain high service quality and customer satisfaction.
• Own CSAT, TTFR, TTR, handle time, and other service metrics.
• Coach teams using real data and customer interactions.
• Collaborate with Product, Engineering, QA to address root causes.
• Develop and execute AI strategy for Technical Support.
• Build and improve support processes, playbooks, and knowledge resources.
• Partner with cross-functional teams for seamless handoffs and outcomes.
• Hire, onboard, and develop technically capable teammates.

Skills

Data-driven leadership

CSAT/metrics

SQL basics

APIs & troubleshooting

Jira/Intercom

Tools

Jira

Intercom

PowerShell

Job description

RTA in Glendale, Arizona is seeking a Manager, Technical Customer Support to lead our Tier 1 and Tier 2 teams and drive world-class technical support. This player/coach role emphasizes developing people, data-driven decision making, and a strong partnership with Engineering, QA, Product.

You’ll own CSAT, TTFR, TTR, handle time, and collaborate across functions to eliminate root causes, while building an AI-forward support organization that scales with the business.