The role involves managing technical escalations, optimizing support processes, analyzing customer metrics, and collaborating with Product and R&D for a high-performing support organization.
Description
Location: Remote, PST time zone
Salary range: 90,000 to 150,000 USD annually, depending on experience and qualifications.
We are a cybersecurity startup building next generation technology for global customers. We are looking for a hands on, high impact Customer Operations / Technical Support Manager to help scale and elevate our support and customer facing operations.
This role sits at the intersection of Technical Support, Customer Experience, and Operational Excellence. You will act as a senior technical authority with a Tier 3/4 mindset, while also helping build the infrastructure, processes, and metrics behind a world class support organization. As a foundational member of our global operations, you will work Monday through Friday in alignment with Pacific Time to bridge the gap between our customers, R&D, and Product. This position is fully remote work model within the PST region.
What You Will Do
- Serve as the highest technical escalation point within support, driving issues to full resolution.
- Own and resolve complex technical escalations across distributed SaaS environments, operating at a Tier 3/4 level of expertise.
- Help design and optimize our support platform, workflows, playbooks, and documentation standards.
- Track and analyze KPIs, SLAs, and customer health metrics to drive operational improvements.
- Identify trends from customer interactions and translate them into actionable insights.
- Partner closely with Product, R&D, Sales, and Customer Experience as the technical voice of the customer.
- Support onboarding and ongoing customer usage to ensure value realization.
- Collaborate across global time zones, with primary coverage during Pacific Time business hours, Monday through Friday.
What We Are Looking For
- 3+ years of experience in Technical Support, Customer Operations, or Technical Customer Success in a SaaS or high tech environment.
- Experience operating at a Tier 3/4 support level, handling complex, system level troubleshooting and escalations.
- Strong troubleshooting skills.
- Experience improving support processes and working cross functionally with Product and R&D.
- Analytical mindset, comfortable working with metrics, dashboards, and performance tracking.
- Excellent customer facing written and spoken communication skills in English.
- Proactive, organized, and comfortable in fast paced environments.
- Advantage: Cybersecurity background.
Similar Jobs
Artificial Intelligence • Cloud • Enterprise Web • Fintech • Software • Analytics • Infrastructure as a Service (IaaS)
Lead full sales cycle for Microsoft Azure enterprise accounts, generating pipeline via inbound/outbound and partner channels, collaborating with Microsoft and internal teams, forecasting in CRM, driving customer events, and advocating customer needs to shape product and GTM strategy in the FinOps space.
Top Skills:
AppsourceAWSAzure MarketplaceCRMGCPAzureMicrosoft Co-SellNops
Artificial Intelligence • Automotive • Greentech • Information Technology • Machine Learning • Software • Cybersecurity
Partner with automotive dealerships to drive adoption and performance of Dealertrack and Xtime solutions. Evaluate fixed-ops processes, run in-store and virtual engagements, identify gaps and upsell opportunities, manage at-risk accounts, collaborate with sales and product teams, and communicate product updates to improve efficiency, profitability, and customer satisfaction.
Top Skills:
DealertrackDmsMS OfficeSalesforceVirtual Collaboration ToolsXtime
Artificial Intelligence • Automotive • Greentech • Information Technology • Machine Learning • Software • Cybersecurity
Act as a strategic partner for automotive dealerships to drive adoption and performance of Dealertrack and Xtime. Evaluate fixed-ops operations, run in-store and virtual engagements, identify gaps and upsell opportunities, manage at-risk accounts, and collaborate with sales and product teams to improve efficiency, profitability, and customer satisfaction.
Top Skills:
DealertrackDmsMS OfficeSalesforceXtime
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
