Elite Technology - Manager, Technical Support
Requirements
• Bachelor's Degree in STEM field or equivalent experience. • 6–8 years of experience in SaaS technical support, SRE, escalations engineering, or incident response. 5+ years managing technical teams in a tiered or escalations model. • Extensive customer facing experience interacting with C level stakeholders, senior business leaders, and technical leadership teams • Deep understanding of cloud architectures, observability, APIs, logs, and troubleshooting methodologies. • Strong background in incident and problem management (RCA, CAPA, PIRs). • Experience collaborating with engineering and product on defect intake and prioritization. • Ability to travel up <10% as business needs require. • Role requires the following physical capacity: Sedentary: primarily desk/computer work. • Must be legally authorized to work in United States; Elite does not provide employment sponsorship for this position.
Responsibilities
• Build, lead, and coach the Technical Support team. • Own technical case management, including MTTR, SLA performance, prioritization, communication. • Implement end-to-end case ownership, ensuring zero “ping-ponging” between teams. • Build and maintain operational runbooks, SOPs, and service workflows for the technical track. • Act as incident commander during Sev-1 and Sev-2 events. • Oversee technical investigation and resolution for: • Cloud service interruptions • API failures and integration issues • Customizations/configured logic incidents • Platform performance degradation • Perform and review RCAs, trend analysis, and corrective/preventive actions. • Serve as a customer facing technical leader during escalations. • Deliver concise, Executive-ready summaries to senior business and technical stakeholders. • Participate in customer incident calls, debriefs, and roadmap discussions. • Act as the technical point of contact when Support requires senior leadership presence. • Validate escalations prior to Engineering handoff; ensure complete triage, reproducible steps, logs, and metadata. • Partner with the TPM on prioritization, defect intake, and technical debt grooming. • Identify recurring incidents and drive durable product improvements. • Use AI triage to improve routing accuracy between Functional and Technical Support. • Collaborate with the TPM to implement AI clustering for “silent” platform issues. • Oversee AI deflection for common configuration and how-to issues. • Perform other duties as assigned to support departmental and company objectives.
Benefits
• Competitive Compensation Package ($140,000 - $175,000 base salary + variable component) • Comprehensive Healthcare Coverage (Health, Dental, Vision) • Retirement Savings Plan with an Employer Contribution • Professional Development Opportunities • Wellness Initiatives • Employee Assistance Program • Generous Global Parental Leave • Calm, free premium subscription • Employee Discount Program • Please note that we do not offer sponsorship for this position.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT