Technical Customer Support Manager

Peskind Executive Search; West Palm Beach (FL); Vor Ort; USD 80.000 - 100.000; Vollzeit

Zusammenfassung

A leading executive search firm seeks a Technical Customer Support Manager to lead global support operations. This role requires 5+ years of technical support leadership, strong troubleshooting skills, and excellent communication. Responsibilities include managing complex escalations, developing long-term resolutions, and driving cross-team collaboration to ensure exceptional customer experiences. The position is located in West Palm Beach, Florida.

Qualifikationen

• 5+ years in technical support leadership roles.
• Strong troubleshooting and escalation skills.
• Able to work under pressure and outside standard hours.

Aufgaben

• Lead global support operations and team performance.
• Oversee daily shift execution and issue tracking.
• Manage lifecycle of critical issues across teams.

Kenntnisse

Technical support leadership

Troubleshooting

Cross-team collaboration

Communication

CRM/ticketing tool experience

Scripting skills (Python, Bash)

Ausbildung

Bachelor’s degree in engineering or similar

Master’s degree

Tools

Zendesk

Jobbeschreibung

Our client is seeking a Technical Customer Support Manager to lead their global technical support operations. This strategic role blends leadership with deep technical expertise in hardware and software systems. The ideal candidate will manage complex escalations, improve support processes, and drive cross-functional collaboration to ensure operational excellence and exceptional customer experience.

The role involves full ownership of high-impact technical issues, oversight of Level 3 support, and driving proactive support initiatives. You’ll work closely with internal teams, including R&D and product, to improve system reliability and implement scalable solutions.

Responsibilities

Team Leadership & Management

• Lead global support operations and team performance.
• Drive technical syncs and manage complex escalations (Level 3).

Operational Execution

• Oversee daily shift execution and detailed issue tracking.
• Maintain logs of bugs, failures, and maintenance activities.

Issue & Escalation Ownership

• Manage lifecycle of critical issues across teams and customers.
• Analyze root causes and develop long-term resolutions.
• Communicate clearly across stakeholders and elevate effectively.

Customer & Cross-Team Collaboration

• Ensure SLA adherence and lead customer meetings as a technical expert.
• Partner with R&D/product teams and maintain internal support resources.

Requirements

• 5+ years in technical support leadership roles.
• Bachelor’s in engineering or similar; Master’s preferred.
• FAA Part 107 license (or ability to obtain in 30 days).
• Strong troubleshooting, escalation, and cross-team collaboration skills.
• Deep understanding of hardware/software system interactions.
• Excellent written and verbal communication.
• Advanced CRM/ticketing tool experience (e.g., Zendesk).
• Scripting skills (Python, Bash); Windows/Linux proficiency.
• Robotics or UAV/UAS experience highly preferred.
• Able to work under pressure and outside standard hours as needed.