Technical Support Manager
2 weeks ago
Technical Support Manager (Global)
Remote, UK or EMEA
circa £55k +
SaaS B2B scale up
I am looking for a Technical Support Manager to oversee the management of reported issues from our customers and internal teams. The successful candidate will be responsible for in-housing Technical Support as it has been previously outsourced; the initial triage of issues, ensuring timely resolution, managing engineering bugs in line with their internal processes, and overseeing and working initially in collaboration with the current outsourced support team. In time, the plan is to build a global team covering time zones based on the customers geographical locations. The role will work closely with Product Operations, customer teams and engineers. It is a crucial position to identify common issues and prioritising areas that require immediate attention, ensuring a seamless and positive experience for end users / customers.
Key Responsibilities:
● Issue Management: Efficiently manage reported issues from customers and internal teams,
ensuring all problems are logged, classified, tracked, and resolved within business SLAs.
● Issue Triage: Conduct initial triage of all raised issues to determine whether they are
engineering or non-engineering in nature. Attempting first-call resolution where possible and
assigning issues to relevant parties if not able to resolve independently.
● Bug Management: Oversee confirmed engineering bugs in line with internal processes,
ensuring critical (P1) bugs are documented and fully auditable. Maintain accurate and detailed
records for all reported issues.
● Data Gathering: Ensure all relevant data for confirmed engineering bugs is collected and
comprehensive information is available to engineering for effective troubleshooting and
resolution.
● Release QA: Test the fixes engineering releases to ensure they resolve the reported issues
effectively and do not introduce new problems.
● Reporting and Analysis: Generate and present reports on common issues to identify areas
requiring higher priority and focus. Provide insights and recommendations to improve
processes and reduce recurring issues.
● Proactive Alignment: Ensure all relevant teams are proactively aligned and updated on
progress and resolution. Maintain clear and consistent communication to keep everyone
informed.
● Support Team Management: Manage the support team, ensuring they are aligned with
existing and new internal process requirements and customer service standards.
● Maintain Support SLAs: Ensure that all customer issues are handled within our SLAs, providing
timely updates and resolution notices as specified.
● Team Collaboration: Work closely with engineering, product, and customer teams to ensure
effective communication and collaboration in resolving issues and improving the product.
● Process Improvement: Continuously evaluate and improve support processes to enhance
efficiency and effectiveness. Implement best practices and innovative solutions to streamline
operations.
Requirements:
● Proven experience in a technical support or similar role, preferably in a fast-paced and dynamic environment.
● SaaS and start up experience is ideal but not essential.
● Problem-solving skills with the ability to triage and determine the root cause of issues.
● Excellent organisational skills and attention to detail, ensuring accurate documentation and
auditability of reported bugs.
● Able to generate insightful reports and identify trends to prioritise and focus on critical areas.
● High level of communication and interpersonal skills, with a customer-centric mindset.
● Prior time spent working directly with engineering teams, gathering relevant data, and testing fixes.
● Experience working with cross-functional teams and managing multiple stakeholders.
● Proficiency in using support management tools and systems (Jira, Monday)
● Proficiency with using back office tools to rectify issues independently without engineering
intervention (Django, JSON or similar)
● An intense self starter, with a commitment to continuous improvement.
tom.pocock@propellondon.com
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