Technical Support Manager

• Own technical readiness across all Swap products, ensuring Support teams are prepared for launches, changes, and increasing scale. • Act as a senior technical authority across products, setting standards for troubleshooting, root-cause analysis, and resolution quality. • Partner with Product and Engineering on readiness reviews, risk identification, and support impact for roadmap changes. • Support a follow-the-sun model, ensuring consistent technical coverage and decision-making across regions. • Serve as the primary owner for high-severity, high-visibility, and executive technical escalations across regions and products. • Define and drive clear prioritisation frameworks for incidents, escalations, and competing customer needs. • Coordinate cross-functionally to ensure fast, durable resolutions and strong post-incident learning and follow-up. • What we would like to see • Manage, coach, and develop Technical Support team members as headcount increases, particularly in the US. • Build clarity around ownership, expectations, and career progression within Technical Support. • Raise the bar for technical capability, operational maturity, and customer impact across the team. • Establish and maintain consistent global processes for escalations, incident management, and cross-team communication. • Partner with Support Operations to improve tooling, workflows, and metrics that enable scale. • Use data and trends to monitor queue health, identify systemic issues, anticipate risk, and inform strategic decisions. • Lead the adoption of AI-driven support workflows, including intelligent routing, automated triage, and escalation detection. • Partner with Support Operations, Product, and Engineering to design and implement automations that improve speed, consistency, and scalability. • Use AI-assisted tooling to improve prioritisation, root-cause detection, and knowledge surfacing for agents. • Ensure AI systems are safe, explainable, and aligned with customer trust, security, and compliance requirements.