Remote Jobs RockRemote Jobs Rock

Manager, Technical Support - Mexico

📅 Jun 24
Technical SupportCustomer ServiceTeam LeadershipSaaS

📜 Description

  • Lead, coach, and develop a team of Technical Support Engineers, providing performance expectations and career development support.
  • Manage day-to-day support operations, including queue health, case quality, and escalation handling.
  • Serve as a point of leadership escalation for high-priority customer issues, ensuring timely resolution.
  • Build partnerships with Engineering, Product, and Customer Success to improve issue resolution and customer outcomes.
  • Establish and refine support processes and workflows to enhance efficiency and customer experience.
  • Use support metrics to identify trends and drive operational improvements.

🛠️ Requirements

  • 5+ years of experience in technical support or a similar customer-facing technical function in a SaaS or B2B technology environment.
  • 2+ years of people management experience leading technical support or customer-facing technical teams.
  • Strong experience managing escalations and driving cross-functional resolution.
  • Working knowledge of APIs, SaaS integrations, and cloud environments such as AWS, Azure, and GCP.
  • Proven ability to improve support operations through process design and metrics.
Twilio

Technical Account Manager 3

Twilio👥 10,000+ employees🏢 Software Development🤝 B2B
🕒 yesterday

As a Technical Account Manager at Twilio, you will provide dedicated technical support to strategic customers, resolving complex issues and delivering proactive guidance to enhance their experience with Twilio technologies.

Technical SupportCustomer ServiceRestful APIsJava
Twilio

Technical Account Manager

Twilio👥 10,000+ employees🏢 Software Development🤝 B2B
🕒 yesterday

As a Technical Account Manager at Twilio, you will provide designated technical support to strategic customers, resolving complex issues and delivering proactive guidance to enhance their experience with Twilio technologies.

Technical SupportCustomer Relationship ManagementRestful APIsJava
Newrelic

Technical Success Manager - Public Sector

Newrelic👥 1001 - 5000 employees🏢 Computer Software
🕒 yesterday

As a Technical Success Manager for the Public Sector team, you will leverage your technical expertise and problem-solving skills to enhance customer relationships and drive product adoption.

Technical Success ManagementCustomer Relationship ManagementPerformance Monitoring ToolsTechnical Problem Solving
Shiphero

Business Critical Support Specialist

Shiphero👥 201 - 500 employees🏢 Logistics And Supply Chain
🔥 3 hours ago

Manage critical technical escalations for premium SaaS clients, ensuring adherence to Service Level Agreements while delivering elite customer support.

Crisis ManagementTroubleshootingCustomer SupportTechnical Support

Trusted by Remote Workers