Senior Manager - Technical Support

ActivePrime, Inc.; United States; Remote; USD 83,000 - 124,000; Full time

Job summary

ActivePrime, Inc. is seeking a Senior Manager - Technical Support to lead and scale our B2B SaaS support organization. This fully remote, freelance role requires ownership of daily operations, cross-shift coordination, and close interaction with product, QA, engineering, sales, and partner teams.

You will drive ticket triage, escalation, and documentation, while developing instructional content and SOPs. The role demands a product-minded leader comfortable in a fast-moving startup and across

Qualifications

• 10+ years in technical support, customer success, or related roles in SaaS.
• Experience leading a technical support team with shift coverage and escalations.
• Proven ability to gather full context with thorough discovery before decisions.
• Excellent listening and written/verbal English communication across teams.
• Experience writing SOPs and process documentation for support/ops.
• Familiarity with CRM data management and modern ticketing systems.
• Salesforce certifications (Administrator, Advanced Administrator or equivalent).
• Prior experience at a Salesforce ISV is a plus.

Responsibilities

• Own daily technical support operations across two shifts, ensuring ticket coverage and continuity.
• Triage inbound tickets with full discovery and rigorous investigations before escalation.
• Act as gatekeeper between customer-facing teams and engineering; ensure well-documented issues reach engineering.
• Escalate confirmed product issues with clear reproduction steps and supporting docs.
• Manage shift handoffs with clear context, open issues, and priorities.
• Serve as a direct, professional, customer-facing resource for escalated issues.
• Be available outside business hours, including weekends, to ensure resolution.
• Support release weekends with notes and enablement materials; track support metrics.
• Partner with QA to align on issues and surface gaps in test cases.
• Create instructional product videos and written communications for users and partners.
• Develop and maintain knowledge base content and known issue logs.

Skills

Technical leadership

Shift management

Escalation workflows

SOP writing

Cross-functional collaboration

CRM data management

Customer communication

Tools

Salesforce

Job description

Fast growing AI Startup with over a hundred customers looking for a Senior Manager - Technical Support (hourly, freelance) to lead and scale our customer-facing support function. This is a high-impact, high visibility role. You will own the day-to-day operations of our support organization, manage cross-shift coordination, serve as the critical interface between customer-facing teams and product/QA/engineering. You will also contribute to product education through video content and written communications.

We are a fast-moving startup, and this role reflects that reality. You will wear multiple hats, operate with urgency, and be expected to context-switch sometimes daily. The right person thrives in this kind of environment, and takes ownership without being asked twice.

The ideal candidate brings hands‑on B2B SaaS support management experience, a product manager's mindset, deep Salesforce ecosystem expertise, and the communication skills to work effectively across engineering, product, QA, customer success, sales, marketing, and partner teams.

Key Responsibilities

Technical Support Operations

Own daily technical support operations, including running stand-ups and shift handoff processes across two support shifts to ensure continuity and complete ticket coverage.

Triage and manage inbound support tickets with thoroughness and rigor — conducting full discovery and investigation before drawing conclusions or escalating.

Serve as the gatekeeper between customer-facing teams (customer success, sales, partners) and engineering, ensuring only well-documented, fully investigated issues reach the engineering team.

Ensure timely escalation of confirmed product-level issues to engineering, with clear reproduction steps and supporting documentation.

Serve as the primary point of accountability for shift handoffs — ensuring all open issues, context, and priorities are clearly communicated between shifts.

Act as a direct customer-facing resource; handle escalated issues with professionalism, technical depth, and urgency.

Be available outside standard business hours, including weekends when needed, to ensure ticket resolution and shift coverage.

Infrastructure & DevOps

Be available on release weekends to ensure release notes, and product enablement materials are ready and communicated to both customers and the partner ecosystem.

Track and report on support metrics including ticket volume, response time, resolution time, and customer satisfaction.

Write and maintain SOPs for all support processes, ensuring consistency and scalability as the team grows.

Lead the evaluation and implementation of a replacement support ticketing system, including requirements gathering, vendor assessment, and rollout.

Establish and continuously improve support processes, workflows, and tooling as the company scales.

QA Partnership

Partner closely with the QA team — this role reports into QA — to ensure alignment between what is being seen in support and what is being tested.

Identify and flag patterns in support tickets that may expose gaps in existing QA test cases, bringing those observations to QA for evaluation and expansion.

Collaborate with QA on issue reproduction, ensuring bugs are thoroughly documented and reproducible before engineering engagement.

Product Communication & Enablement

Create instructional and product overview videos and other materials for distribution to Customer Success, Solution Engineering, and partner teams.

Develop written communications and documentation explaining product capabilities, updates, and known issues for both internal and partner audiences.

Develop and maintain support documentation, known issue logs, and internal knowledge base content.

Partner with Customer Success and Product teams to surface recurring customer pain points and inform the product roadmap.

Required Qualifications

10+ years of experience in technical support, customer success, or related customer-facing roles within a SaaS environment.

Demonstrated experience managing a technical support team, including shift management, escalation workflows, and off-hours coverage.

Exceptional problem-solving skills with a methodical approach — you gather full context and run thorough discovery before making an assessment.

Outstanding listening and communication skills; ability to work effectively across engineering, product, QA, customer success, sales, marketing, and partner teams.

Experience writing SOPs and process documentation in a support or operations context.

Experience using modern support ticketing systems.

Salesforce certifications (e.g., Salesforce Administrator, Advanced Administrator, or equivalent).

Prior experience at a Salesforce ISV

Comfort with and ability to thrive in a fast-moving startup environment where wearing multiple hats is the norm.

Familiarity with managing CRM data

Comfort operating across multiple time zones and managing support coverage for distributed teams.

Strong verbal and written English proficiency

Preferred Qualifications

Background in product management or experience working as a Product Manager — this directly informs the quality of training content and cross-functional communications you will produce.

Experience creating instructional video content or product walkthroughs for technical or non-technical audiences.

Location

This is a fully remote position. Candidates must be located within or closely adjacent to US time zones, i.e. somewhere in the North or South American continents. Availability outside standard business hours, including weekends, is required.

Work TYPE should be 30-40 hrs/wk-Contract/Freelance