Lead Enterprise SaaS Technical Support | AI-Driven Ops

MS Shift, Inc.; Las Vegas (NV); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Performance-based bonus

Health, dental, and vision insurance

Paid vacation and holidays

Modern office environment in Las Vegas

Work with enterprise customers across

Job summary

MS SHIFT is a leading cloud-based SaaS platform for security operations, incident reporting, visitor management, and more. We seek a Technical Support Manager to lead the enterprise support team, set processes, and ensure top-tier technical assistance for North American customers.

You will oversee daily operations, collaborate with Development, Product Management, and Customer Success, and drive KPIs, CSAT, and knowledge-base growth in a fast-paced, enterprise environment.

Qualifications

• Bachelor's degree in IT, CS, Business, or related field.
• 5+ years of technical software support experience.
• 3+ years managing a technical support team.
• Experience with SaaS applications.
• Experience with SQL databases and writing basic SQL queries.
• Understanding of APIs, REST services, and integrations.
• Strong organizational and leadership skills.
• Exceptional written and verbal communication.
• Ability to prioritize multiple issues in a fast-paced environment.

Responsibilities

• Lead, mentor, and manage the Technical Support team.
• Ensure timely resolution of customer technical issues.
• Monitor ticket queues, response times, and SLA compliance.
• Establish KPIs and continuously improve support performance.
• Handle high-priority customer escalations.
• Coordinate with Software Development to resolve product defects.
• Work with QA to validate bug fixes before release.
• Collaborate with Customer Success during implementations and go-lives.
• Develop support procedures, documentation, and knowledge base articles.
• Conduct weekly team meetings and one-on-one coaching sessions.
• Review support metrics and provide executive reports.
• Improve CSAT and first-contact resolution.
• Identify recurring issues and recommend product improvements.
• Assist in onboarding and training new support employees.
• Maintain support schedules for proper coverage.
• Help define support workflows and automation opportunities using AI.

Skills

Technical troubleshooting

Team leadership

Problem solving

Time management

Process improvement

Microsoft Windows

SaaS support

SQL queries

APIs & REST

Organizational skills

Education

Bachelor's degree in Information Technology, Computer Science, Business, or related field

Tools

Zendesk

Freshdesk

Jira

Job description

MS SHIFT is a leading cloud-based SaaS platform for security operations, incident reporting, visitor management, and more. We seek a Technical Support Manager to lead the enterprise support team, set processes, and ensure top-tier technical assistance for North American customers.

You will oversee daily operations, collaborate with Development, Product Management, and Customer Success, and drive KPIs, CSAT, and knowledge-base growth in a fast-paced, enterprise environment.