Technical Support Manager

WHAT You'll do 

• Lead and manage a team of Support Engineers, ensuring high performance and professional growth 
• Oversee customer-facing support operations, driving efficiency and customer satisfaction 
• Monitor and track team performance daily, ensuring timely resolution of customer issues 
• Lead support cadence, from daily calls to triage, assignment, and closure of customer support cases 
• Optimize SLA performance, conducting audits and implementing improvements to meet service commitments 
• Collaborate with customers to understand pain points and enhance the support experience 
• Continuously refine processes and workflows to improve efficiency and effectiveness 

WHAT You'll Need 

• 7+ years of experience in customer support or service management, with at least 3 years in a leadership role 
• Proven track record of improving customer support in a B2B environment (non-telecom) 
• Hands-on leader with a proactive mindset, ready to dive into challenges and lead by example 
• Technical background in engineering or computer science 
• Strong knowledge of ITIL or similar frameworks 
• Excellent communication and problem-solving skills, with the ability to handle escalations 
• Experience in organizing, optimizing, and scaling support operations 
• Detail-oriented, customer-focused, and goal-driven, with the ability to manage multiple priorities 

Bonus Points for

• Knowledge of Oil & Gas domain 
• Product SaaS professional experience 
• Experience in training and mentoring  

Why You’ll Love Working with Us

• Work in a fast-growing and interesting industry 
• Flexible work that best fits your needs and your role 
• Competitive compensation with some nice additional perks 
• Top-notch offices and equipment 
• Continuous improvement and learning opportunities to grow your career 
• Team activities, not the usual ones just to look nice on social media but what our team choose and ask for 
• A great team of engaged, passionate and helpful people