Technical Support Manager

Jobtailor; Town of Florida (NY); On-site; USD 140,000 - 210,000; Full time

Job summary

Jobtailor in the United States is seeking a senior leader to head the TSDI organization for Data Protect, NetBackup, and Appliance. You will guide multiple teams of engineers and customer support specialists across North America, shaping strategy and ensuring delivery of world-class service.

You will partner with Product and Engineering to align priorities, coach leaders, and drive operational excellence. The role requires strong communication, collaboration, and a passion for customer success,

Qualifications

• Bachelor's degree required.
• 7-10 years of experience in the support industry, preferably technical support.
• Ability to lead and motivate large teams through change.
• Proven success delivering world-class customer and employee experiences.
• Leadership experience managing and developing employees.
• Experience building and leading high-performing teams.
• Experience partnering with leaders to build collaborative cultures.
• Strong presentation and communication skills.
• Ability to collaborate effectively with support leaders.
• Strong cross-functional partnership skills with Engineering, Product Management, Sales, and Global Customer Support.
• Customer-facing experience with executive presence and empathy in escalations and relationships.
• Positive, energetic leadership style.
• Strong sense of urgency and bias for action.
• Ability to attract, retain, mentor, and develop talent at all levels.
• Passion for customer success and ability to implement efficient processes and systems.
• Ability to leverage AI tools to enhance productivity, streamline workflows, and support decision-making.

Responsibilities

• Lead the TSDI organization for Data Protect, NetBackup, and Appliance product lines across North America.
• Manage multiple teams of individual contributors across functional and technical customer support.
• Drive operational excellence and continuous improvement.
• Partner with cross-functional teams to strengthen the technical support experience and create competitive advantage.
• Coach, mentor, and develop technical support engineers and emerging leaders.
• Influence leaders across the organization to drive alignment and collaboration.
• Communicate goals, priorities, and execution across teams and functions.
• Build relationships with peers and key stakeholders to enable effective decision-making.
• Hire, develop, and retain individual contributors and people leaders.
• Own and improve execution of the customer experience.
• Drive Enterprise, Platinum, Premier, and U.S. Citizen Support offerings.
• Serve as the voice of the customer by partnering with Product and Engineering teams.

Skills

Leadership experience

Customer-facing experience

Cross-functional partnership

Presentation skills

Ability to leverage AI tools

Education

Bachelor's degree

Tools

AI Tools

Job description

• Lead the TSDI organization for the Data Protect, NetBackup, and Appliance product lines across North America
• Manage multiple teams of individual contributors across functional and technical customer support
• Drive operational excellence and continuous improvement
• Partner with cross-functional teams to strengthen the technical support experience and create competitive advantage
• Coach, mentor, and develop technical support engineers and emerging leaders
• Influence leaders across the organization to drive alignment and collaboration
• Communicate goals, priorities, and execution across teams and functions
• Build relationships with peers and key stakeholders to enable effective decision-making
• Hire, develop, and retain individual contributors and people leaders
• Own and improve execution of the customer experience
• Drive Enterprise, Platinum, Premier, and U.S. Citizen Support offerings
• Serve as the voice of the customer by partnering with Product and Engineering teams

Requirements

• Bachelor's degree
• 7-10 years of experience in the support industry, preferably technical support
• Ability to lead and motivate large teams through change
• Proven success delivering world-class customer and employee experiences
• Leadership experience managing and developing employees
• Experience building and leading high-performing teams
• Experience partnering with leaders to build collaborative cultures
• Strong presentation and communication skills
• Ability to collaborate effectively with support leaders
• Strong cross-functional partnership skills with Engineering, Product Management, Sales, and Global Customer Support
• Customer-facing experience, including executive presence and empathy in escalations and customer relationships
• Positive, energetic, and visible leadership style
• Strong sense of urgency and bias for action
• Ability to attract, retain, mentor, and develop talent at all levels
• Passion for customer success and ability to implement efficient processes and systems
• Ability to leverage AI tools to enhance productivity, streamline workflows, and support decision-making
• Legal right to work in the job location

Core Competencies

Demonstrates strong leadership in managing and developing high-performing technical support teams while driving operational excellence and enhancing customer experiences. Leverages cross-functional collaboration and effective communication to influence stakeholders and implement efficient processes.

Highest-signal resume keywords

• Leadership Experience Managing Teams
• Customer-Facing Experience
• Cross-Functional Partnership Skills
• Strong Presentation Skills
• Ability to Leverage AI Tools

ATS Optimization Keywords

Hard Skills

• Technical Support Management
• Operational Excellence
• Process Improvement
• Team Development
• Customer Experience Management

Soft Skills

• Coaching and Mentoring
• Effective Communication
• Relationship Building
• Positive Leadership Style
• Empathy in Customer Relationships

Industry Keywords

• Data Protection
• NetBackup
• Customer Support
• Technical Support
• Collaboration

Tools & Technologies

• AI Tools