We are looking for a technical manager with 7-12 years of customer support experience with SaaS products who can fundamentally ensure that all of our customers are getting the fastest possible resolutions. This is a technical role with a coach/mentor-style of management, not just a pure process or program management position. 

Responsible to build a World Class Technical Support Team that has an obsession with Customer success

Set direction and provide oversight, coaching, management, and leadership for the team and when needed be able to step in and resolve issues if needed (Be ready to roll -up the sleeves and get into the groundwork if needed).

Engage directly with Customers on the product features and communicate the new features and benefits.

Handle escalations, coordinate with Engineering, Sales when needed for resolutions.

Staffing availability and forecasting

Analyze the product data, come up with trends and forecasts. Knowledge Management

10+ years experience in technology-related roles, SaaS or cloud environments/ERPs with at least 3 years of experience in leading and managing product support services teams.

Have experience working with MVC architecture-based products, understanding of the product interfaces with other applications, troubleshooting, and root cause analysis.

Must have worked in Product Technical support resolving issues, handling Customer Communication - calls, tickets, escalation meetings. Should have done hiring, coaching, mentoring, firing in the manager role.

Must possess excellent communication skills, strong people skills, and professionalism

Must have a strong customer-focused attitude with the ability to listen, understand and respond quickly to customers

Willing to work Pacific time

Experience in handling application support for any CRM/LMS/SCM/Inventory/HRMS etc.