Technical support manager , Enterprise SAAS or B2B Analytics

Maventech Inida; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

An innovative company is seeking a Technical Support Manager to lead a global support team in a high-growth SaaS environment. This role involves overseeing complex customer issues, implementing structured incident management processes, and ensuring effective communication across teams. You will work with a talented group of engineers, focusing on continuous improvement in service quality and customer satisfaction. If you have a passion for technical support and a track record of managing successful teams, this opportunity is perfect for you.

Qualifications

• 5+ years of experience in technical support management in SaaS or B2B analytics.
• Proficiency in SQL and experience with data quality investigations.

Responsibilities

• Lead Level 2 technical support teams and manage critical incidents.
• Refine support workflows to improve resolution times and enhance transparency.

Skills

Technical Support Management

SQL

Cross-functional Communication

Incident Management

Data Quality Investigation

Tools

Zendesk

Jira

Job description

Technical Support Manager ( Min 5 years as Manager & Immediate joiner Only)
Location: Remote
Type: Full-time
Reports to: Director of Technical Support

Role Overview
As Technical Support Manager, you will lead a global Level 2 support team responsible for
diagnosing and resolving complex customer issues across Profitero product suite.

*You will champion our structured incident response process from triage and severity assessment to internal coordination and customer communication ensuring fast, transparent, and accountable support delivery. You will work cross-functionally with Engineering, Client Success, and Product teams to minimize disruption, ensure service quality, and maintain customer trust in a high-growth SaaS environment.

Key Responsibilities
Lead the Level 2 technical support teams, ensuring effective escalation paths based on
issue complexity.
Act as (or appoint) the Incident Manager for critical cases, coordinating cross-functional
response, root cause analysis (RCA), and follow-up.
Implement and enforce a structured severity classification model to guide prioritization
and SLA adherence.
Ensure internal and external stakeholders are kept informed through appropriate
channels, including Zendesk, Jira, Slack, and status updates.
Continuously refine support workflows to improve resolution times, enhance
transparency, and scale support across regions.
Manage a team of around 20 L2 engineers, coaching on technical troubleshooting,
communication, and performance metrics.
Track support KPIs, customer satisfaction, and quality trends to inform business
decisions and demonstrate team impact.
Qualifications and Experience
5+ years of technical support management experience in enterprise SaaS or B2B
analytics platforms with global or regional support teams.
Proficiency in SQL and hands-on experience investigating data quality or platform
behavior.
Deep understanding of Jira and Zendesk for support ticketing and workflow
management.
Experience with structured incident management and escalation processes.
Strong cross-functional communication skills, including the ability to work effectively with
non-technical stakeholders.
Comfortable using metrics to measure service quality and demonstrate ROI.
Desirable Skills
Experience with predictive analytics, eCommerce SaaS platforms, or data infrastructure.
Familiarity with global service models across EMEA, APAC, and North America.
Prior involvement in support automation or AI/ML-based diagnostics.