Senior Manager, Technical Support
Tasks
- Collaborate with engineering on fixes and enhancements
- Drive knowledge sharing and AI enablement
- Ensure responsible AI use and output validation
- Identify operational gaps and improve frameworks tooling and training
- Lead AI pilots and rollout plans and measure impact
- Lead and develop global technical support team
- Lead critical escalations
- Manage hiring, onboarding, and professional development
- Monitor KPIs and drive operational improvement
- Oversee customer incident handling
- Partner with product engineering sales and professional services
- Set privacy security and data use guardrails
- Transform customer feedback into service improvements
Perks/Benefits
- N/A
Skills/Tech-stack
AI Driven | AI assisted knowledge authoring | AI driven case management | Artificial Intelligence | Best practices | CSAT | Case management | Customer communication | Data Governance | KPI Monitoring | LLM Triage | Operational dashboards | Privacy Compliance | SLA management | Security best practices | Technical Troubleshooting | Ticketing systems
Education
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