Technical Support Manager

KWI; Melville (NY); On-site; USD 140,000; Full time

Job summary

KWI, a pioneering Retail Tech company, seeks a Technical Support Manager to lead a dynamic team in Melville, NY. This role focuses on optimizing support operations and enhancing client satisfaction through excellent user assistance. Candidates should have extensive technical support experience and leadership skills, contributing to innovative cloud solutions for retail.

Benefits

Full Medical, Dental, and Vision insurance

Annual bonus eligibility

Free gym access

Generous PTO policy

Summer Fridays all year round

Tuition Reimbursement

Discount at building café

401(k) with 50% company match up to 6%

Employee Referral Program

One volunteer day annually

Qualifications

• 8+ years of professional experience in technical support.
• At least 3 years in team management.
• Familiarity with retail environment is a plus.

Responsibilities

• Provide leadership and guidance to Support and Help Desk analysts.
• Manage team shift schedules, including our 24/7 Help Desk team.
• Ensure the teams provide the highest level of service to KWI’s clients.

Skills

Analytical skills

Troubleshooting

Problem-solving

Customer-focused attitude

Education

Bachelor’s degree or equivalent experience

Job description

Department: Support

Location: Melville, NY

Compensation: $140,000 / year

Description

The Opportunity

* This role will require you to be in office 5 days a week, Monday–Friday

Are you ready to lead at the intersection of technology and customer experience? We’re looking for a Technical Support Manager to join a high-growth Retail Tech company revolutionizing how brands connect with consumers. In this pivotal role, you’ll oversee and inspire our Help Desk and Application Support team, driving excellence in end-user support and application performance across our platforms.

You’ll be the strategic force behind streamlined support operations, empowering your teams to resolve issues quickly, improve customer satisfaction, and ensure seamless technology experiences for our clients. If you thrive in fast-paced environments, love optimizing systems, and want to shape the future of retail technology support—this is your moment.

The Company

We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, David Yurman, Tom Ford, and many other globally recognizable brands.

We combine Point of Sale, Merchandising, Order Management, eCommerce, CRM, and Loss Prevention into one cloud-based platform. We are a values- and mission-driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence.

Core Competencies for a Technical Support Manager

• Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
• Providing direction, delegating, and removing obstacles to get work done
• Leading by example; modeling standards; expecting more of self than others
• Anticipating and adopting innovations in digital and technology applications for business growth

The Impact You'll Make

• Provide leadership and guidance to Support and Help Desk analysts, leads, and supervisors, serving as their point of escalation.
• Manage team shift schedules, including our 24/7 Help Desk team.
• Ensure the teams provide the highest level of service to KWI’s clients.
• Supervise the identification and escalation of open issues that pose risks.
• Supervise troubleshooting, diagnosis, and resolution of technical issues reported for all KWI client applications.
• Ensure customer issues are escalated to the Development organization when appropriate.
• Audit calls & tickets to ensure clear documentation and proper tracking.
• Serve as the Support Services point of contact for software developers’ requests for information, de-escalations, and corrective actions stemming from ticket escalations.
• Keep customers informed of the status of their requests.
• Make recommendations on standards and procedures for support operations.
• Provide training on new hardware and software applications as needed.
• Monitor metrics and SLAs for project-related reporting.
• Collaborate with Product teams to stay informed about upcoming features.
• Be available for rotational on-call support for crisis management.

What You Will Bring

• Bachelor’s degree or equivalent experience
• 8+ years of professional experience in technical support, including at least 3 years in team management
• Familiarity with the retail environment is a plus (POS and related components)
• Strong analytical, troubleshooting, and problem-solving skills
• Knowledge of Apple iOS platform and mobile applications
• Customer-focused and service-driven attitude
• Flexible personality and creative mindset for out-of-the-box solutions
• Ability to multitask and stay organized

Benefits

• Full Medical, Dental, and Vision insurance
• Annual bonus eligibility
• Free gym access
• Generous PTO policy
• Summer Fridays all year round
• Tuition Reimbursement
• Discount at building café
• 401(k) with 50% company match up to 6%
• Employee Referral Program
• One volunteer day annually

Work Environment

We follow a hybrid schedule: in-office Monday, Tuesday, Thursday; remote Wednesday and Friday. We value in-person collaboration, with monthly events, snacks, and a state-of-the-art coffee machine to foster team bonding.

Our Commitment

We promote diversity and an inclusive work environment. We are an equal opportunity employer, respecting all backgrounds and identities, and committed to a bias-free, harassment-free workplace. We expect our partners and team members to uphold these values.