Technical Support Manager

Get AI-powered advice on this job and more exclusive features. Join our award-winning team of data scientists, software developers, and support engineers who are tackling major problems in global food systems and pioneering disruptive innovations using GenAI, computer vision, and machine learning. As a Technical Support Manager, you will be responsible for delivering exceptional customer support, building scalable support infrastructure and processes, and coaching a high-performance support team.

About YouYou seek career growth and want to pioneer new technologies with a positive impact on the world. You thrive in fast-paced environments, enjoy collaboration, are self-motivated, and think outside the box. You speak functional English and are eager to work in a globally distributed, multicultural team.

About the OpportunityAs a Technical Support Manager, you'll manage a support engineering team across Asia, North America, and South America, working closely with Customer Success Managers for onboarding. While some technical knowledge is necessary, your primary skills should be organizational and people management to meet our Objectives and Key Results (OKRs) focused on customer satisfaction, process improvement, and team coaching. International travel may be required 4 to 6 times per year.

What You Will

Be DoingDelivering exceptional customer support:Monitor incoming tickets, volume, and performance metrics; support the team in exceeding expectations, including corrective actions if needed. Provide first and second-level technical support (hardware and software) to customers and channel partners across multiple time zones. Ensure all support engineers are fully utilized and assist in prioritizing their tasks.

Configure software to meet customer needs prior to installation in factories. Troubleshoot issues and document bugs for escalation to developers. Provide on-site support during software implementation in factories.

Building scalable support infrastructure and processes:Manage existing systems, application configurations, testing, and requirements management. Develop processes to enhance team effectiveness and keep customers informed. Track SLAs, recurring issues, engineer performance, and analytics using JIRA.Maintain up-to-date JIRA Kanban boards following best practices.

Coaching high performance in the support team:Establish team OKRs, driving technical direction and goals. Manage a remote, high-performing support team across Southeast Asia, North America, and Latin America. Coordinate regular training and career development initiatives.

Contributing to company leadership:Communicate proactively to facilitate collaboration across time zones. Participate actively in team meetings and strategic planning. Use online tools like Slack and Jira effectively and disciplinedly.

Communicate fluently in English, both verbally and in writing. Your Skills & Experience3 years managing technical support or engineering teams; exceptional people management skills are critical.5 years in technical support or IT operations, preferably supporting SaaS or supply chain solutions. Bachelor's degree in IT, Computer Science, Information Systems, or equivalent experience.

Strong team management and mentoring skills. Good knowledge of computer systems, systems administration, databases, web applications, and hardware configurations. Experience leading IT projects and deploying IT infrastructure and applications across various technologies.

Customer-focused with excellent interpersonal and communication skills. Self-motivated, positive attitude, eager to learn, and a team player. Strong critical thinking and decision-making skills.

Excellent project management skills with the ability to prioritize effectively. Why you'll love it here

Flexible Work Environment: Work from home with flexible hours, ideal for self-motivated, goal-oriented individuals. Global Exposure: Opportunities for international travel with our worldwide customer base.

Growth and Mentorship: Focus on self-improvement, mentorship, and career advancement within a growing company. Salary and BenefitsMonthly salary from 120,000 to 180,000 PHP, based on experience. Extended medical benefits.

Stock options in the company. What to ExpectOnly shortlisted candidates will be contacted. Our hiring process includes:Application submission30-minute introductory interview

Technical testing (1-8 hours)2-3 follow-up interviews with team members and senior managers

Employment offer

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information TechnologyIndustriesSoftware Development