Technical Support Manager

Insight Global; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

A rapidly growing SaaS company is seeking a Technical Support Manager to enhance customer satisfaction through effective team leadership and process optimization. The role is 100% remote, focusing on managing high-priority technical issues and mentoring support agents to achieve service excellence.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Paid Time Off

Paid Holidays

Work from Anywhere

Qualifications

• 5+ years in technical support.
• 1-2 years in a leadership role.
• Proficient with relevant tools.

Responsibilities

• Lead and develop support agents.
• Optimize support processes.
• Drive customer satisfaction.

Skills

Leadership

Customer Satisfaction

Process Improvement

Technical Troubleshooting

Communication

Tools

Jira

Google Cloud Platform

Firebase

Sentry

Job description

2 days ago Be among the first 25 applicants

This range is provided by Insight Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$80,000.00/yr - $100,000.00/yr

POSITION: Technical Support Manager (100% Remote)

LOCATION: 100% Remote

SALARY: $80,000 - $100,000 per year base salary

MISC: Health, Dental and Vision Insurance; 401(k) Plan, PTO, Paid Holidays, Work from Anywhere

EMPLOYMENT TERMS: Direct-Hire/Permanent

JOB SUMMARY:

Are you passionate about leading technical support teams and driving customer satisfaction through process excellence? We’re looking for a Technical Support Manager to join a fast-growing, venture-backed SaaS company that’s transforming the rental experience for landlords and tenants across the U.S. As a Technical Support Manager, you’ll lead a team of support agents, manage high-priority technical issues, and collaborate closely with engineering to resolve escalations. You’ll play a key role in improving support processes, mentoring team members, and ensuring service level agreements (SLAs) are met.

What You’ll Do:

• Lead & Develop the Team: Mentor support agents, identify training needs, and drive performance improvements.
• Optimize Support Processes: Monitor KPIs (e.g., MTTR, MTFR), identify inefficiencies, and implement process enhancements.
• Collaborate with Engineering: Act as the main liaison for escalated issues and contribute to incident response efforts.
• Drive Customer Satisfaction: Ensure timely and effective resolution of technical issues, especially high-priority tickets.

What We’re Looking For:

• 5+ years in technical support, including 1–2 years in a leadership role.
• Proven experience managing KPIs and improving service quality.
• Proficiency with tools like Jira, Google Cloud Platform, Firebase, and Sentry.
• Ability to troubleshoot using logs, metrics, and basic code.
• Strong communication skills and a customer-first mindset.

Compensation:

$80,000 - $100,000 Salary Range

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefits include:

-Medical, Dental and Vision Insurance

-401(k) with Company Match

-PTO and Paid Holidays

-Fully Remote Work Environment

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Management

• Industries

  Software Development and IT System Custom Software Development

Referrals increase your chances of interviewing at Insight Global by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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