Senior Manager, Technical Support
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Job Description
Senior Manager of Technical Support overseeing customer success at Hammerspace. Build and lead global support organization while collaborating with engineering and product teams.
Responsibilities:
- Build and Lead the Support Team
- Hire, mentor, and grow a high-performing global support organization
- Actively participate in complex customer escalations while developing your team’s skills and autonomy
- Work closely with Engineering, Product Management, and Customer Success
- Ensure customer issues are prioritized and resolved with urgency and care
- Define and implement best practices, SLAs, KPIs, and reporting processes
- Design scalable processes, anticipate future needs, and contribute to leadership culture
- Analyze support data and customer feedback to drive iterative improvement in service delivery
Requirements:
- 8+ years of experience in technical support leadership roles
- at least 3 years leading high-growth teams in startup or scale-up environments
- Proven player-coach leadership style
- Strong technical background in file systems, data storage, Linux environments, or enterprise software
- Track record of building trusted relationships with Engineering and Product teams
- Exceptional communicator with executive presence
- Passion for team building, coaching, and talent development
- Experience supporting enterprise B2B customers in mission-critical environments
- Excellent written and verbal communication skills
- Ability to travel up to 10%
Benefits:
- broad range of health plans for medical, dental, vision, life and disability
- 401k plans
- flexible time off
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