Technical Support Manager - SAAS/Cloud

Noux Talent; Atlanta (GA); Remote; USD 100,000 - 200,000; Full time

Job summary

An innovative tech company is seeking a Technical Support Manager to lead its global support function. This is a unique opportunity to shape the support experience for a diverse customer base, including renowned brands. You will drive customer satisfaction, implement effective support processes, and collaborate with cross-functional teams. The role emphasizes a people-first approach, fostering a culture of trust and communication. Join a fast-growing team that values continuous improvement and is committed to creating an inclusive workplace. If you're passionate about tech and customer support, this role is perfect for you.

Qualifications

• Experience managing a technical support team in a software environment.
• Strong understanding of SaaS and cloud infrastructure.

Responsibilities

• Lead daily operations of the global support team to drive customer satisfaction.
• Build and implement support processes for high-quality service.

Skills

Technical Support Management

SaaS Knowledge

Cloud Infrastructure

Customer Support Tools

Communication Skills

Decision-Making Skills

Education

Computer Science

Mathematics

Related Field

Tools

Zendesk

AWS

Azure

GCP

Job description

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

Base pay range

$100,000.00/yr - $200,000.00/yr

Direct message the job poster from Noux Talent

Founder | Mum | DE&I Champion | Redefining Tech Recruitment with Innovative Solutions for Inclusive Workplaces

Technical Support Manager – SAAS/Cloud – Remote East Coast US

Remote role – based East Coast US

Salary – Open DOE

A fast-growing, innovative tech company is seeking a Technical Support Manager to lead and scale its global support function. This is a unique opportunity to shape the support experience for a customer base that includes some of the world's most well-known brands.

You’ll be joining a company that values trust, clear communication, and continuous improvement. The team is globally distributed and though small currently, there will be relatively rapid growth.

The role:

• Lead the daily operations of the global support team, driving customer satisfaction and performance.
• Build and implement support processes that ensure reliable, responsive, and high-quality service.
• Create and maintain coverage schedules to meet SLAs
• Collaborate cross-functionally with Engineering, Product, and Sales to resolve issues and share insights
• Recruit, onboard, and support the development of Technical Support Engineers across multiple regions
• Monitor key metrics, customer feedback, and team performance to identify areas for improvement
• Contribute to the ongoing evolution of tools and systems to enhance support operations
• Hands on Technical Support (70-80%)

What they’re looking for:

• A background in Computer Science, Mathematics, or a related field
• Some experience managing a technical support team in a software environment (or a desire to move into a Lead role)
• Experience leading support teams across multiple geographies and time zones
• Strong understanding of SaaS and cloud infrastructure (AWS, Azure, GCP)
• Skilled in using customer support tools like Zendesk or similar
• A people-first leader with excellent communication and decision-making skills

Any experience in the following will be beneficial (but not a pre-requisite);

• Experience with edge computing, distributed systems, or networking
• Scripting skills (e.g., Bash or Python)
• Experience working in a high-growth startup environment
• Use of AI or automation in customer support workflows
• Executive-level communication and escalation handling skills

The Interview Process;

1st stage – 30-45 min video interview with the hiring manager

2nd stage – 1-1.5 hour video interview with the hiring manager and some of the support team

This is an excellent opportunity to join a high growth Tech business at the beginning of their scale up journey! This role is remote, but our client is looking for someone based in Atlanta (or on the East Coast).

The business are committed to creating an inclusive workplace where all qualified applicants will receive consideration for employment regardless of age, gender, ethnicity, disability, sexual orientation, religion, or other characteristics. They value diverse perspectives and experiences.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Media

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