Technical Support Manager, SaaS Operations

Job Description:

We are seeking an experienced and dynamic Technical Support Manager, SaaS Operations to lead a high-performing team responsible for delivering exceptional customer support in a fast-paced, technology-driven environment. As the leader of our hybrid support team, you will manage technical consultants and engineers, ensuring a relentless focus on customer satisfaction, efficient resolution of complex issues, and continuous improvement of support processes.

This role offers the opportunity to shape and optimize our technical support strategy, provide expert troubleshooting on escalated issues, and play a key part in enhancing customer experiences. You will collaborate cross-functionally to drive product enhancements and ensure that our support team remains a key differentiator in a competitive market. Ideal candidates have a strong technical background, proven leadership skills, and a passion for solving complex challenges while ensuring customer success. If you're driven by a curiosity for how systems work and thrive in a team-based environment, this is the role for you.

Join us in empowering customers and enhancing our service delivery with a focus on technical excellence, operational efficiency, and proactive customer advocacy.

Key Responsibilities:

Leadership & Management:

• Manage, mentor, and lead a team of technical support consultants and support engineers, ensuring objective and measurable high performance, team collaboration, and continuous improvement.
• Oversee the day-to-day operations of the support team, including queue management, issue resolution timelines, and key performance indicators (KPIs).
• Establish team goals, processes, and objectives in line with company growth and customer satisfaction targets.
• Implement methods to collect and objectively measure customer satisfaction and experience ratings.
• Conduct regular performance reviews and provide feedback and development plans for team members.
• Frequently engage in ad hoc project work for customers or other internal departments.
• Provide a repeatable, rigorous, and relentless investigative approach to solving customer issues and troubleshooting application/integration behavior. Develop this into a model and ensure all support team members execute it consistently.
• Demonstrate individual ability to adapt to fluctuations, variability, and surges in workload—actively managing, balancing, and mentoring the support team to be resilient and work sustainably.

Technical Expertise & Escalation Handling:

• Respond to and prioritize requests, issues, and incidents, actively managing the support queue alongside the team.
• Develop a highly capable hybrid support team consisting of support consultants/agents and support engineers. If the team can identify and fix a bug, we should be submitting a pull request, not just investigating and creating workarounds.
• Serve as the escalation point for advanced or high-priority technical issues requiring in-depth troubleshooting or systems-level analysis, including on-call coverage during non-business hours.
• Contribute individually to resolve complex customer issues, particularly those requiring technical insights into our applications and behaviors.
• Draft and adhere to technical documentation for applications and customer environments to ensure continuity and facilitate prompt resolution, but also deviate from standard processes when necessary and favorable for customer success.
• Maintain and expand a deep understanding of our product offerings, configurations, integrations, and broader customer environments.
• Develop thorough expertise in each of Manufacturo’s products to provide the highest possible level of service to all customers, using independent judgment to determine the best solutions (temporary or permanent).

Process Optimization & Support Strategy:

• Develop and optimize internal support processes to improve efficiency, prioritization, and escalation, reduce ticket resolution time, and enhance customer satisfaction.
• Collaborate with cross-functional teams to ensure the support team has the product knowledge and technical tools to succeed.
• Identify areas for continuous improvement based on customer feedback, technical incidents, and support trends.
• Implement and maintain internal and customer-facing knowledge bases, standard operating procedures (SOPs), and run books to enhance issue resolution consistency and performance.
• Contribute to our brand, values, culture, and progress, ensuring that the support team and our services provide differentiating advantages in a competitive marketplace.
• Develop an objective and rigorous prioritization methodology for request/issue/incident queue management, ensuring the method is consistently followed and accepted by the team and customer stakeholders.

Customer Focus:

• Use exemplary soft skills, best practices, and creativity to delight our customers in every interaction.
• Leverage contact and account-level context to provide bespoke experiences for Manufacturo users, making judgment calls on personalized service strategies related to the business operations of our customers.
• Ensure customer satisfaction and retention by providing world-class technical support and ensuring the timely resolution of issues.
• Act as a customer advocate, ensuring their voices are heard within the product and development cycles to improve the overall customer experience.
• Proactively communicate and engage with customers about product updates, known issues, and workarounds.
• Collaborate with our services, operations, and product development teams to advocate for services/support enablement, ensuring a relentless focus and empathy for customer pain and needs.
• Proactively surface customer risks and opportunities related to their business operations and use of Manufacturo, ensuring alignment with the goals of enhancing overall customer satisfaction and maximizing net retention and license renewals through frequent collaboration with account owners, sales, and product development leaders.

Metrics & Reporting:

• Utilize Jira Service Management, portals, and Confluence knowledge bases for customer requests and issues, ensuring the system is properly configured to support our processes effectively.
• Track and report on key support metrics such as response times, resolution rates, customer satisfaction scores, and escalation trends.
• Utilize analytics to drive continuous improvement in both individual and team performance.
• Generate actionable insights from support data to inform product teams and management of recurring customer pain points and product improvement opportunities.
  
  

Manufacturo Inc. is committed to a diverse and inclusive workplace. Manufacturo is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

For individuals with disabilities who would like to request an accommodation, please visit https://manufacturo.com/company/contact-us/.

You might be an ideal candidate if you have:

• Proven track record of providing exceptional customer service and support in a fast-paced, technology-based environment—SAAS experience strongly preferred.
• An inherent and relentless curiosity in understanding how complex systems, integrations, business processes, and workflows function.
• Analytical ability to troubleshoot, analyze data and trends, and solve complex technical issues.
• Excellent written and verbal communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences.
• Ability to learn and work independently with minimal supervision, as well as collaboratively in a team environment.
• Ability to thrive in an open, team-based environment with a proactive, entrepreneurial mindset.
• Strong time-management skills and an ability to organize and prioritize multiple concurrent tasks (often in conflict with each other).
• Experience with objective and measurable results and/or equivalent bachelor’s degree in computer science, information technology, engineering, or a related field.
• Experience with software testing, quality assurance, software development, or product management.
• Experience creating knowledge base, learning, or reference content and materials.
• Proficiency with Jira/Atlassian and MS DevOps business tools.
• Experience in Jira administration, analysis, and support, preferably in a software or technology company.
• Experience with Jira Query Language (JQL) for querying and filtering data, creating advanced searches, and generating custom reports.
• Familiarity or competency in C#/.NET, Angular, and MS SQL to contribute and manage support engineering tasks.