Manager, Technical Support

Manager, Technical Support

We are seeking a dynamic and experienced Manager, Technical Support, to lead a team of skilled support engineers in a 24x7 Enterprise Support environment. This role is critical in ensuring world-class customer experiences by driving timely resolution of technical issues, fostering a culture of continuous improvement, and collaborating cross-functionally to enhance product supportability. This role requires flexibility in working hours based on business needs.

You will make an impact by being responsible for:

• Leading and mentoring a team of technical support engineers across multiple time zones.
• Ensuring timely and high-quality resolution of customer issues, meeting SLAs and CSAT goals.
• Collaborating with Engineering, Product Management, and Customer Success teams to drive product improvements and customer satisfaction.
• Analyzing support trends and metrics to identify areas for process and product improvement.
• Developing and maintaining knowledge base articles and support documentation.
• Driving operational excellence through automation, tooling, and process optimization.
• Participating in hiring, onboarding, and performance management of team members.

You will be a great fit if you have:

• 8+ years of experience in technical support, with at least 3 years in a leadership role.
• Strong understanding of enterprise software, SaaS platforms, and cloud technologies.
• Experience with automation, RPA, or AI-based platforms is a plus.
• Excellent problem-solving, communication, and interpersonal skills.
• Proven ability to manage escalations and work under pressure.
• Bachelor's degree in computer science, Engineering, or a related field.

Preferred Skills:

• Familiarity with tools like Salesforce, Jira, Confluence, and monitoring platforms.
• ITIL certification or experience with ITSM frameworks.
• Experience working in a global support environment.

All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.