Technical Support Manager

Teal Communications, Inc.; Washington (District of Columbia); On-site; USD 120,000 - 180,000; Full time

Job summary

Teal Communications, Inc. is seeking a Technical Support Manager to lead our 24/7 offshore support team, drive process improvements, and serve as the escalation point for complex connectivity issues.

You will collaborate with Engineering, Product, and Carrier Relations to ensure high-quality, proactive support for B2B customers in IoT and related sectors. The role requires 5+ years in telecom/IoT technical support and 2+ years in a leadership position, with hands-on experience managing remote

Qualifications

• 5+ years in technical support for telecom/MVNO/IoT SaaS.
• 2+ years in a management role with remote or offshore teams.
• Strong understanding of the mobile/cellular ecosystem (MNO/MVNO/3GPP).
• Experience with eSIM provisioning and GSMA specs (SGP.02, SGP.32).
• Experience supporting B2B hardware manufacturers or IoT providers.
• Familiarity with ITIL or similar process frameworks.

Responsibilities

• Lead, mentor, and manage our 24/7 offshore technical support team (Level 1 & Team Lead).
• Design, document, and optimize all support processes and playbooks.
• Act as the primary technical escalation point for critical incidents and outages.
• Coordinate with Engineering, Product, and Carrier Relations teams.
• Analyze support ticket trends to drive product and reliability improvements.

Skills

Technical support

Team leadership

Remote/offshore management

B2B support

Process optimization

Tools

FreshDesk

Confluence

ITIL

Job description

About TealTeal Communications, Inc. (“Teal”) is a high-growth technology company that builds cloud-native network software to connect Physical AI & IoT devices to data networks globally. Teal has been recognized by Inc. 5000 and Deloitte's Fast 500 as one of the fastest growing private companies in the United States (#1 in Seattle-Metro and #9 Software Company in the United States). We are looking for a technical, customer-obsessed, and commercially aware Technical Support Manager to lead our 24/7 global support operations.This is a critical, high-visibility role focused on ensuring our B2B customers -innovators in EV charging, autonomous drones, smart metering, and other IoT verticals receive world-class technical support. You will be responsible for managing our offshore support team, optimizing all support processes, and acting as the escalation point for complex connectivity and provisioning issues.

Key Responsibilities

Team Leadership & Management

• Lead, mentor, and manage our 24/7 offshore technical support team (Level 1 & Team Lead).
• Foster a customer-centric and high-performance culture within the distributed team.

Process Oversight & Optimization

• Design, document, and continuously improve all support processes, including ticketing (FreshDesk), knowledge base (Atlassian Confluence), and escalation procedures.
• Create and maintain technical documentation and playbooks for common and emerging issues.

Technical Escalation Management

• Act as the primary technical escalation point for critical customer incidents, platform outages, and complex connectivity scenarios.
• Triage, investigate, and own high-priority issues from start to finish, coordinating with internal Engineering, Product, and Carrier Relations teams.
• Diagnose complex issues related to eSIM provisioning, SM-SR/SM-DP/EIM interactions, platform APIs, and MNO core network behavior.

Customer & Stakeholder Advocacy

• Communicate clearly and effectively with high-value B2B customers during critical incidents.
• Analyze support ticket trends to provide actionable feedback to the Product and Engineering teams, helping to improve product reliability and functionality.

Required Skills & Experience

• 5+ years in technical support for a telecom, MVNO, or IoT/M2M SaaS company.
• 2+ years in a management or team lead role, with direct experience managing remote or offshore technical teams in a 24/7 environment.

Deep Domain Knowledge

• Strong understanding of the mobile/cellular ecosystem (MNOs, MVNOs, 3GPP).
• Experience in eSIM architecture and GSMA standards, including the technical differences and support challenges of SGP.02 (M2M) and SGP.32 (IoT) specifications.
• Familiarity with IoT connectivity platforms (CMPs) and M2M/IoT device behavior.

Proven B2B Support

• Experience supporting B2B hardware manufacturers or IoT solution providers.

Process Expert

• A systems-thinker with a proven track record of building and scaling support operations (ITIL or similar process-framework experience is a plus).

Crisis Management

• Exceptional problem-solving skills and a calm, composed demeanor during high-pressure situations.

Preferred Qualifications

• Experience with IoT protocols (MQTT, CoAP, LwM2M).
• Hands-on experience with API-based support and troubleshooting.
• Direct experience working with customers in the EV, telematics, or drone industries.