Technical Support Manager

ZipRecruiter; New York (NY); Remote; USD 90,000 - 120,000; Full time

Job summary

A fast-growing startup is seeking a Technical Support Manager to lead their global support team and enhance customer service for Fortune 500 clients. The ideal candidate will have extensive experience in managing support teams and a strong understanding of SaaS platforms. This role involves developing workflows, maintaining high customer satisfaction, and collaborating with various departments to resolve issues. Join a dynamic team committed to innovation and customer success.

Benefits

Competitive salaries and stock options

Medical, dental, vision, life insurance

Flexible spending account (FSA)

Flexible vacation policy

401(k) plan

Qualifications

• 5+ years managing Support teams in infrastructure software companies.
• Experience managing Technical Support Engineers across multiple geographies.

Responsibilities

• Manage the daily operations of the global Support team.
• Develop and implement customer service policies and procedures.
• Drive continuous improvement in support processes.

Skills

Leadership

Communication

Decision-Making

Data Analysis

Education

Bachelor's degree in Computer Science

Bachelor's degree in Mathematics

Tools

Zendesk

AWS

GCP

Azure

Job description

Job Description

About Ditto:

Ditto is on a mission to unleash the full power of edge devices by removing all the plumbing required to build amazing applications. We bridge the digital divide by enabling real-time data synchronization—even when internet connectivity is limited or non-existent. Our peer-to-peer technology is trusted by major customers like Chick-fil-A and Delta Airlines, and we also work closely with the U.S. military on mission-critical connectivity solutions. As a fast-growing startup poised for a future IPO, our team is globally distributed, and our core values are trust, communication, and continuous improvement. We celebrate and strive to create a team that encompasses a wide range of backgrounds, skill sets, and perspectives.

About the role:

As Ditto's Technical Support Manager, you will play an integral role in company operations by leading our support team and optimizing our support practices to deliver industry-leading customer service to our Fortune 500 Customers globally. You will develop and implement support workflows and regularly liaise with internal and external stakeholders.

Responsibilities:

• Manage the daily operations of the global Support team, ensuring performance and customer satisfaction.
• Develop and implement customer service policies, standards, and procedures.
• Maintain 24/7 support coverage to meet SLA targets.
• Collaborate with HR to recruit and retain Support Engineers.
• Coordinate with Sales, Product Management, and Engineering to resolve issues and gather customer feedback.
• Drive continuous improvement in support processes and platforms.
• Track and report on customer satisfaction, behavior, and team performance.

Qualifications:

• Bachelor's degree in Computer Science, Mathematics, or related fields.
• 5+ years managing Support teams in infrastructure software companies.
• Experience managing Technical Support Engineers across multiple geographies.
• Strong understanding of SaaS platforms and Cloud Infrastructure (AWS, GCP, Azure).
• Excellent leadership and management skills.
• Familiarity with CRM and support tools like Zendesk.
• Exceptional communication, interpersonal, and decision-making skills.
• Ability to analyze data and develop strategies.

Nice to have:

• Experience with edge computing, distributed systems, or networking tech.
• Scripting skills (bash, python).
• Experience in executive communication and escalation management.
• Knowledge of mobile development (Kotlin, Swift, React, Flutter).
• Support management experience in a high-growth startup.
• Use of AI in support workflows to enhance customer experience.

Benefits:

• Competitive salaries and stock options.
• Medical, dental, vision, life insurance.
• Flexible spending account (FSA).
• Flexible vacation policy.
• 401(k) plan.
• Office located in Atlanta, GA, available for team member use.

Join our remote team and explore the possibilities of your best career!

Equal Opportunity Employer: Ditto is proud to be an equal-opportunity employer. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristics. We are committed to providing reasonable accommodations for qualified individuals with disabilities or medical conditions. If you need assistance or an accommodation, please let us know.

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