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

Similar Jobs