Senior Technical Support Leader - Remote

Clarus Technology; Illinois; On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision Insurance

Life Insurance

Parental Leave

HSA

FSA

Retirement Plan

Paid Time Off

Holidays & Wellness Day

Job summary

Clarus Technology is seeking a Sr. Manager – Technical Customer Support to oversee customer communications and as the senior escalation point for complex issues.

You’ll partner with product, cloud, and engineering to resolve high‑risk cases, identify trends, and influence prioritization for better service quality. The role requires advanced communication, strong technical troubleshooting, and leadership of a remote USA-based team.

Qualifications

• Advanced experience leading technical support teams in SaaS or veterinary tech environments.
• Ability to handle complex customer situations with urgency and professional judgment.
• Proficiency with CRM systems, ticketing, knowledge bases, and reporting dashboards.
• Excellent written and verbal communication translating technical issues for customers.
• Bachelor’s degree or equivalent leadership experience in support.

Responsibilities

• Lead customer support operations across Clarus Technology and Bitwerx, ensuring timely, accurate resolutions.
• Own the support operating model, including workflows, service standards, and escalation practices.
• Coach and develop team members to improve technical capability and customer outcomes.
• Establish strategies and metrics to drive scalability and performance.
• Manage escalation KPIs and cross-functional alignment with Development, Cloud, and Engineering teams.
• Produce executive-ready customer communications and maintain accurate records in CRM.
• Develop and maintain knowledge base content for evolving products and issues.

Skills

Advanced support leadership

Technical communication

Data-driven decision making

Cross-functional collaboration

Customer escalation management

Education

Bachelor’s degree

Tools

Jira

Confluence

Salesforce Service Cloud

Defect triage

Escalation workflows

Software development concepts

Job description

Clarus Technology is seeking a Sr. Manager – Technical Customer Support to oversee customer communications and as the senior escalation point for complex issues.

You’ll partner with product, cloud, and engineering to resolve high‑risk cases, identify trends, and influence prioritization for better service quality. The role requires advanced communication, strong technical troubleshooting, and leadership of a remote USA-based team.