Technical Support Manager – MDM/UEM

4 days ago

Manila, National Capital Region, Philippines Careerwise Full time $90,000 - $120,000 per year

We're Hiring: Technical Support Manager – MDM/UEM (Remote)

Location:
Remote for now, Manila Based (Philippines)

Employment Type:
Full-time

Experience:
8+ years in Technical Support, 3+ years in a leadership role

Are you an experienced leader in technical support with deep expertise in
MDM/UEM solutions
? Join our dynamic and globally distributed team as a
Technical Support Manager
, and help us deliver exceptional support experiences for customers around the world.

About the Role

As a
Technical Support Manager
, you will lead a global team across
L1, L2, and L3 tiers
, ensuring timely resolution of complex technical issues, customer satisfaction, and continuous improvement of support processes. You'll collaborate closely with
Product, Engineering, and QA
teams to elevate the overall support function.

Key Responsibilities

  • Lead and mentor a distributed team of technical support engineers (L1–L3).
  • Ensure high-quality, timely resolution of customer issues related to MDM/UEM platforms.
  • Define and monitor KPIs, SLAs, and performance metrics.
  • Manage custoPlease mer escalations with professionalism and urgency.
  • Collaborate cross-functionally with internal teams to resolve complex issues.
  • Drive continuous improvement initiatives across processes and tools.
  • Develop support documentation, training programs, and knowledge bases.
  • Contribute to hiring, onboarding, and career development of team members.

Required Skills & Experience

  • 8+ years in technical support roles, with 3+ years in a managerial capacity.
  • Expertise in MDM/UEM platforms such as
    VMware Workspace ONE, Microsoft Intune, MobileIron, or IBM MaaS360
    .
  • Strong troubleshooting, analytical, and communication skills.
  • Familiarity with tools like
    Zendesk, Freshdesk, Jira, Salesforce
    , etc.
  • Proven ability to thrive in fast-paced, customer-centric environments.

Preferred Qualifications

  • Technical certifications in MDM/UEM platforms.
  • ITIL or equivalent service management certification.
  • SaaS or enterprise software experience.

Please send me your CV

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