Partner-Facing Technical Services Manager

United States Digital Space LLC

Austin (TX)

Hybrid

USD 150,000 - 210,000

Full time

8 days ago

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Job summary

United States Digital Space LLC is seeking a Manager, Technical Services Partner Support to lead a team of technical services engineers responsible for partner-facing cases and escalations. This leader will coach and grow the team, ensure operational excellence, and strengthen collaboration across Technical Services, Support Delivery, Product, Engineering, Customer Success, and Partner teams.

Based in Austin, TX, this hybrid role focuses on delivering calm, effective escalation management and

Qualifications

5+ years of experience in technical support, technical services, or a similar function in enterprise software, SaaS, or cloud infrastructure.
2+ years leading technical, customer-facing teams (or equivalent technical leadership).
Strong operational instincts including case management, escalation, prioritization, workflows, and process improvement.
Proven ability to coach and develop technical talent in a high-accountability environment.
Excellent communication skills, with the ability to adapt messaging across technical practitioners, partner leaders, and executives.
Strong customer and partner advocacy mindset with sound judgment in high-pressure situations.
Experience collaborating cross-functionally with Engineering, Product, Support, Customer Success, and field teams.
Solid technical foundation in database administration, distributed systems, cloud infrastructure, networking, or related areas.

Responsibilities

Lead and develop a high-performing team: Manage daily operations, staffing, mentoring, and performance while fostering a culture of technical rigor, accountability, and empathy.
Oversee partner support and escalations: Drive operational excellence in triage and resolution for complex, high-priority partner issues, coordinating across teams.
Optimize processes and scale operations: Drive continuous improvement by identifying process gaps, refining workflows, and using metrics to enhance quality and satisfaction.
Collaborate and advocate: Partner with global leadership to ensure follow-the-sun service delivery and represent the team’s interests in cross-functional forums.
Drive product feedback loops: Ensure the team captures actionable trends to influence Product and Engineering roadmaps.