What You'll Do

Manager, Technical Support
Reporting to: Sr. Manager /Director, Global Support Operations
Role Overview
The Manager, Technical Support will lead and scale a high-performing global support organization, delivering exceptional technical assistance and customer experience.
You will be responsible for optimizing support operations, enhancing customer satisfaction, and driving strategic initiatives—including the adoption of AI and automation—to improve efficiency, scalability, and outcomes. This role requires a balance of strong technical acumen, leadership capability, and a data-driven approach to continuous improvement.

What Your Responsibilities Will Be

What You Will Do
Leadership & Team Development
• Lead and develop a team of technical support professionals, including first-line team leads.
• Set transparent performance expectations, conduct evaluations, and foster a culture of accountability, collaboration, and continuous improvement.
• Coach and mentor leaders to build a scalable, high-performing organization.

Technical Support Operations




• Own and optimize end-to-end support operations to ensure efficient, high-quality issue resolution.
• Drive adherence to SLAs, improve operational efficiency, and scale support processes.
• Partner with global teams to continuously improve KPIs such as TTR, CSAT, and productivity.
• Identify and implement opportunities for AI and automation to improve case deflection, triaging, and resolution times.

Customer Experience & Escalation Management
• Oversee critical escalations and provide guidance on complex technical issues.
• Engage directly with customers as needed to resolve high-impact issues and ensure satisfaction.
• Ensure clear, effective communication of technical concepts to both technical and non-technical stakeholders.

Cross-Functional Collaboration
• Partner with Product, Engineering, Sales, and Training teams to drive product improvements and better customer outcomes.
• Influence the development of AI-d

📌 Manager, Product Support (India)
🏢 Avalara
📍 India