Technical Support Manager Job at Confidential, Boston, MA

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  • Confidential
  • Boston, MA

Job Description

💼 Job Title: Technical Support Manager

📍 Location: Boston, MA

🏢 Department: Customer Experience / Technical Support

🕒 Type: Full-Time

📅 Start Date: ASAP

About Us

We’re a high-growth B2B SaaS company headquartered in Boston, empowering businesses with scalable, cloud-based solutions that drive operational efficiency and digital transformation. Our platform supports customers across industries, from mid-sized businesses to global enterprises.

As we expand our global footprint and product offerings, we’re seeking a Technical Support Manager to lead and scale our customer support operations. This is a strategic, hands-on role where you’ll drive the support function forward and ensure our customers get the best technical assistance possible.

About the Role

As Technical Support Manager, you’ll lead a team of support specialists and engineers to provide world-class support to our B2B customers. You’ll ensure smooth ticket handling, fast issue resolution, and high customer satisfaction, while also contributing to support operations strategy, process improvement, and cross-functional collaboration with product and engineering teams.

What You’ll Do

  • Lead and mentor the technical support team, fostering a culture of accountability, empathy, and excellence
  • Oversee day-to-day support operations, ensuring SLAs, KPIs, and CSAT goals are met
  • Handle high-priority escalations and complex technical issues
  • Collaborate with product and engineering teams on bug reports, feature requests, and incident management
  • Implement and optimize support processes, workflows, and tooling (e.g., Zendesk, Intercom, Jira)
  • Analyze support metrics and deliver actionable insights to improve customer experience
  • Hire, onboard, and train new team members as we scale
  • Advocate for the voice of the customer internally

What We’re Looking For

  • 4+ years in technical support roles, including 1–2 years in a managerial or team lead capacity
  • Experience supporting a B2B SaaS product (preferably in a cloud or API-based environment)
  • Strong technical acumen—comfortable working with APIs, debugging logs, and navigating databases
  • Excellent problem-solving, communication, and leadership skills
  • Proven ability to build scalable support processes and manage team performance
  • Experience with support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
  • Comfortable working cross-functionally in a fast-paced environment

Nice to Have

  • Experience supporting enterprise customers or mission-critical software
  • Familiarity with tools like Postman, SQL, or monitoring platforms (e.g., Datadog, New Relic)
  • ITIL or customer support certifications

What We Offer

  • Competitive salary and performance-based bonuses
  • Equity options
  • Health, dental & vision insurance
  • 401(k) with company match
  • Generous PTO and paid holidays
  • Hybrid work flexibility
  • Learning and development stipend
  • An inclusive, collaborative team that values growth and innovation

How to Apply

Ready to lead a dynamic support team and make an impact on customer success? Submit your resume and a brief cover letter outlining your experience and why you’re a great fit. We’re excited to hear from you!

Job Tags

Holiday work, Full time, Immediate start,

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