Technical Support Manager


San José, Costa Rica


Position summary

roviding leadership to the team's technical staff, interfacing with Engineering on customer-impacting fixes and enhancements, recruiting and developing of support staff, and guiding and exceeding team metrics. The successful candidate will also have responsibility to participate in efforts to develop and implement world-class technical support services, knowledge base content, best practices, and methodologies to deliver unsurpassed service and support.

  • Have team responsibility for delivering excellent technical support in a 24x7x365 SaaS environment
  • Be responsible for hiring, development, training, and skills management for a team of Cloud Support Engineers.
  • Navigate and steer difficult situations toward positive outcomes
  • Make data-driven decisions to improve operational quality and efficiency
  • Manage toward key customer success metrics - SLA, CSAT, Time to Resolution (TTR), Knowledge Contribution, etc.
  • Perform case quality reviews and coach team members toward driving improved customer experience
  • Foster and grow relationships across product and engineering functions for knowledge building, incident engagement, new feature readiness, and product feedback
  • Establish good working relationships with customer-facing teams (sales, support account management, professional services, etc)
  • Turn customer feedback into actionable steps to improve support service delivery
  • Partner with incident and escalation management team to drive satisfactory resolution of customer escalations
  • Assess and evaluate processes, technology, and team skill sets to identify gaps and identify areas to improve and opportunities for advancement.
  • Be the agent of change for new business processes, technology, and transformation
  • Lead by example to cultivate and maintain a culture built on teamwork and collaboration
  • Manage organizational and departmental objectives
  • Able to provide operational coverage outside of regular business hours at short notice when needed


  • Bachelor's or Master's degree in Computer Science or equivalent discipline
  • 5+ years of technical support and service management experience; 2+ years in a supervisory role is required
  • Experience managing Enterprise support in a large and complex environment in a web-based service and technology
  • Proven capability of delivering on departmental goals and key metrics
  • Customer-first mindset and a "Get it done" attitude
  • Demonstrated ability to provide exceptional internal and external customer care
  • Ability to champion change through commitment and support for initiatives
  • Ability to appropriately prioritize and escalate customer issues
  • Ability to present problem resolution, root cause analysis, and corrective actions to customer-facing teams and customers when warranted
  • A reputation for fairness, dependability, and adherence to high ethical standards
  • Strong analytical and problem-solving skills
  • Strong technical aptitude and excellent communication and negotiation skills, both oral and written
  • Extensive experience in one or more ticketing systems; Salesforce Service Cloud preferred


  • Experience supporting a database, data warehouse, or data platform technology in a SaaS environment
  • Experience facilitating solution-building across cross-functional teams and driving projects to achieve a shared goal