Support Manager

6 days ago

Taguig, National Capital Region, Philippines MagentIQ Full time ₱900,000 - ₱1,200,000 per year

Role summary
Own the customer support function for our client's MSP automation platform. You'll design and run processes, build the team (Tier 1, Tier 2, Tier 3), set KPIs, manage escalations to Automation Developers, and drive quality via documentation, runbooks, and feedback loops into product.

Key responsibilities

  • Stand up and lead Support Operations (Tier 1, Tier 2, and Tier 3), including hiring, onboarding, coaching, and scheduling across US time zones.
  • Define and maintain support processes: intake, triage, prioritization (P1–P4), escalation paths, comms standards, and incident postmortems.
  • Own support KPIs and reporting (weekly/monthly), action plans, and stakeholder updates.
  • Build & maintain a searchable knowledge base (KB), SOPs, and runbooks; ensure every resolved ticket results in an artifact (FAQ, KB, or automation backlog item).
  • Operate the on-call/after-hours model and major incident bridge; coordinate cross-functional response.
  • Create feedback loops to the Automation Dev team (bug reports, reproducible cases, pattern analysis) and the Product team (feature requests, deflection candidates).
  • Ensure tool stack health (PSA/ticketing, status page, monitoring, logging, RMM/PSA integrations); drive automation-first support (canned replies, forms, bots).
  • Compliance & quality: enforce data handling, audit trails, and customer comms standards.

Requirements

  • 5+ years in technical support/operations; 2+ years leading a support or NOC team (MSP or SaaS preferred).
  • Strong ITIL/incident/change fundamentals; hands-on with PSA/ticketing (e.g., Zendesk/Freshdesk/ServiceNow/ConnectWise/Autotask).
  • Familiar with MSP tooling (RMM/PSA), APIs/webhooks, Postman, logs/metrics (e.g., Grafana), and basics of Python/Jinja2/YAML/JSON.
  • Exceptional communication, stakeholder mgmt, and analytical reporting skills.

Nice to have

  • Experience supporting low-code/automation platforms; background in MSP environments.
  • Exposure to SSO/Entra ID, OAuth, basic SQL for diagnostics.

Reporting line
Reports to: Head of Delivery / CTO (depending on org).

Working pattern
Fully remote, US time-zone coverage with global team handoffs; light on-call rotation for P1s.

#LI-Remote

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