Technical Support Department Manager

Technical Support Department ManagerLooking for an enthusiastic and qualified candidate to lead our growing Support DepartmentWarmboard Inc., located in Scotts Valley, is the premier radiant floor heating brand in North America. We're renowned for the quality and performance of our products.Though not a requirement, the ideal candidate has hands-on experience in residential construction.What you'll do:Team Leadership & ExecutionLead ongoing training and development of Technical Support team membersCoach the team to deliver high-quality technical supportServe as an escalation point for complex issues, stepping in directly when needed to support customers and the teamGuide day-to-day execution, ensuring issues are handled efficiently based on complexityTechnical Support OperationsOversee daily support across phone and email channels, with a strong emphasis on a phone-first support modelBuild and reinforce best practices for handling real-time customer interactions over the phone, including troubleshooting, communication, and de-escalationAct as a hands-on leader, stepping in during peak times and complex situationsDrive effective troubleshooting across hardware, software, and system-related issuesOwn and optimize case management workflows to improve resolution speed and consistencyProcess & Cross-Functional CollaborationPartner with Product, Engineering, and Quality to improve troubleshooting workflows and system reliabilityBuild and manage Help Center and knowledge base content to improve self-service and internal supportIdentify trends and provide feedback to drive product and process improvementsReporting & Continuous ImprovementAnalyze support metrics to identify gaps and improve performanceForecast staffing needs and ensure proper coverageContinuously refine processes, tools, and documentation to improve efficiency and scaleContinuously look for opportunities to streamline workflow, automate repetitive tasks, and enhance customer experienceWho you are:5+ years of experience in technical support or support engineering3+ years leading teams in a hardware + software environmentStrong hands-on troubleshooting across devices, systems, and integrationsExperience in a phone-first support environment with real-time coachingProven ability to build and scale support processes, workflows, and infrastructureStrong understanding of case management, escalations, and SLA-driven supportExperience building and maintaining Help Center/knowledge base contentAbility to partner with Engineering, Product, and Business SystemsAnalytical mindset with a focus on improving performance through dataBonus Points For:Experience supporting connected devices, hardware, IoT, or mission-critical systemsBackground building or scaling a technical support organization in a high-growth environmentExperience developing Help Center/knowledge base strategy and contentExperience working cross-functionally with Engineering and Product to resolve systemic issuesStrong analytical background with experience using support metrics to drive improvementsTo apply, please submit your resume via email at