Technical Support Manager

We’re looking for a motivated Technical Support Manager with strong technical expertise to lead and inspire our Tech
Support team which supports a global SaaS application. In this role, you will act as both a team leader and hands-on
problem solver, guiding your team to deliver exceptional customer support. You will be responsible for setting team
priorities, mentoring team members, and driving process improvements to ensure that our customers receive high-class
support.

The ideal candidate combines strong leadership skills with a deep understanding of technical challenges, excellent
communication abilities, and a passion for developing high-performing teams. If you thrive in a dynamic environment and
enjoy balancing people management with active problem-solving, this is the perfect opportunity for you.

What you’ll do:

• Lead and mentor a team of Technical Support Specialists
• Handle complex technical issues and escalations (SaaS apps, troubleshooting, diagnostics)
• Collaborate across teams to deliver fast and effective solutions
• Drive improvements in processes, knowledge base, and customer experience
• Monitor team performance and ensure SLA and quality targets are met
• Allocate workload and manage task prioritization within the team
• Participate in hiring, onboarding, and training new team members
• Spot recurring problems and develop strategies to prevent them in the future
• Provide regular reports on team performance, challenges, and progress
• Optimize internal tools and workflows to increase team efficiency
• Foster a positive, collaborative, and growth-focused team culture

What we’re looking for:

• 2+ years of experience leading or supervising a team (ideally in tech support)
• 3+ years in technical support/help desk with proven troubleshooting skills
• Excellent English communication (written & spoken)
• Strong problem-solving and leadership mindset
• Experience with ticketing tools (Zendesk, Jira, Salesforce, Confluence) is a plus
• High level of flexibility and ability to adapt to changing priorities
• Strong organizational and time-management skills
• Ability to stay calm and make decisions under pressure
• Experience working with cross-functional teams

We offer:

• Full-time, remote first (occasionally in office)
• Private medical benefits
• A dynamic, supportive environment where learning and growth are encouraged
• Opportunities for professional development and certifications
• Competitive salary with performance-based bonuses
• Team-building activities and company events
• Stable, long-term position in a growing company

If you’re passionate about leading people and solving complex technical challenges, we’d love to hear from you!
Apply by sending us your CV and cover letter about your experience and why you think you’d be a great fit for this role.
We’re looking for someone who is motivated, collaborative, and eager to grow with our team. Don’t miss the chance to join
a supportive environment where your contributions truly make an impact!

Only shortlisted candidates will be contacted.