Support Manager

Join a fast-growing global tech team We’re hiring a Support Manager to build and lead the customer support function for an MSP Automation Platform that’s redefining how managed service providers deliver automation and operational efficiency. Role Summary As the Support Manager, you’ll design and manage the end-to-end support experience for our automation platform, leading a distributed team across Tier 1, Tier 2, and Tier 3 operations. You’ll define SLAs, build feedback loops with development and product teams, and ensure every customer issue becomes a learning opportunity that improves the platform. You’ll be the architect behind world-class support excellence, combining leadership, process design, and technology enablement to deliver best-in-class customer outcomes. Key Responsibilities Build and lead Support Operations (Tier 1–3), including hiring, onboarding, scheduling, and coaching a high-performing remote team. Design and optimize support processes: ticket intake, triage, prioritization (P1–P4), escalation handling, and incident post‑mortems. Own and track support metrics (SLAs, CSAT, response times, backlog); translate data into improvement actions. Champion documentation and knowledge sharing to ensure every resolved ticket creates a KB article, SOP, or automation candidate. Lead major incident management, coordinate response bridges, and drive root‑causal analysis with internal teams. Collaborate cross‑functionally with Automation Developers and Product teams on bugs, patterns, and feature requests. Promote automation‑first support, using bots, forms, and scripts to increase speed and reduce manual effort. Ensure compliance and quality, maintaining high standards for data security and customer communication. Drive operational excellence, reporting insights, closing feedback loops, and continuously improving service delivery. Must‑Have Qualifications 5+ years in technical support or operations, with at least 2 years leading a support or NOC team (preferably in MSP or SaaS). Strong understanding of ITIL, incident, and change management best practices. Hands‑on experience with PSA/ticketing tools such as Zendesk, Freshdesk, ServiceNow, ConnectWise, or Autotask. Familiarity with RMM/PSA systems, APIs/webhooks, and observability tools (e.g., Grafana). Exposure to Python, YAML, JSON, or Jinja2 for automation scripting or workflow configuration. Excellent English communication skills (written and verbal) — confident presenting to stakeholders and clients. Analytical mindset, able to interpret data and drive measurable improvements. Nice‑to‑Have Skills Experience supporting low‑code or automation platforms. MSP background or multi‑client service delivery experience. Familiarity with SSO/Entra ID, OAuth, or SQL for diagnostics. Passion for process optimization, documentation, and scalable systems. Reporting Line & Working Pattern Reports to: Head of Delivery or Chief Technology Officer (CTO). Fully remote, Philippines‑based, with collaboration across US time zones. Light on‑call rotation for critical (P1) incidents. Why You’ll Love This Role Build a support organization from scratch, shaping the entire function. Collaborate with global automation and product teams in a cutting‑edge tech environment. Enjoy full remote flexibility, autonomy, and clear career growth pathways. Be part of a company that values automation, documentation, and continuous improvement, not just firefighting. About MagentIQ At MagentIQ, we value diversity, innovation, and continuous growth. Join our team and be part of a collaborative, forward‑thinking organization where your work truly impacts global technology. If you’re ready to build reliable, scalable systems that power the future of automation, we’d love to meet you #J-18808-Ljbffr