Leading a high-performing technical support organization, the remote Senior Manager, Technical Support will oversee support managers and teams, drive operational excellence, and shape strategies to enhance customer outcomes in a full-time capacity. Key responsibilities Lead and develop Technical Support managers and senior contributors through coaching and succession planning Own the strategy and execution of technical support operations, including escalations and case quality Act as a senior escalation point for critical customer issues, ensuring timely resolution and cross-functional coordination Required qualifications 8+ years of experience in technical support or a similar customer-facing technical function in a SaaS or B2B environment 4+ years of people management experience, including leading managers and senior technical teams Strong experience managing complex escalations and driving cross-functional resolution Working knowledge of APIs, SaaS integrations, and cloud environments such as AWS, Azure, and GCP Proven ability to scale support operations through process design and organizational planning