Manager, Technical Support

About This Opportunity

Our talent team at Get A Job.ai is representing a confidential AI-enabled commerce platform in their search for a Manager, Technical Support based in London. This is a strategic leadership role combining hands-on technical ownership with people management as the organization scales globally.

You will serve as the senior technical authority across the support function, driving escalation management, operational consistency, and team development. This is a horizontal role spanning multiple product lines and regions, not tied to a single product area.

Responsibilities

• Own technical readiness across all products, ensuring support teams are prepared for launches, changes, and scaling demands
• Act as senior technical authority, setting standards for troubleshooting, root-cause analysis, and resolution quality
• Serve as primary owner for high-severity, high-visibility, and executive-level technical escalations across regions
• Define and drive clear prioritization frameworks for incidents, escalations, and competing customer needs
• Support a follow-the-sun model, ensuring consistent technical coverage and decision-making globally
• Manage, coach, and develop Technical Support team members as headcount increases, particularly in the US
• Partner with Product and Engineering on readiness reviews, risk identification, and support impact for roadmap changes
• Establish and maintain consistent global processes for escalations, incident management, and cross-team communication
• Lead adoption of AI-driven support workflows, including intelligent routing, automated triage, and escalation detection
• Use data and trends to monitor queue health, identify systemic issues, and inform strategic decisions

What We're Looking For

Required:

• Proven experience in technical support leadership with cross-product and cross-regional scope
• Strong technical troubleshooting and root-cause analysis skills
• Demonstrated ability to manage high-severity escalations and coordinate cross-functional resolutions
• Experience building and leading technical support teams, including hiring, coaching, and development
• Track record of establishing scalable processes, workflows, and operational standards
• Data-driven approach to incident management, prioritization, and team performance
• Excellent communication and stakeholder management skills across engineering, product, and customer-facing teams

Preferred:

• Experience in ecommerce, logistics, or post-purchase platforms
• Background operating global or follow-the-sun support teams
• Familiarity with AI copilots, LLM-powered knowledge bases, or automated incident detection
• Experience in a scale-up or hyper-growth environment

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to understand your background and ensure alignment with the role requirements. Qualified candidates will then be submitted to our client for consideration. Please do not attempt to contact the client directly, as all communication must flow through our team to ensure a structured process.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applicants from all backgrounds and work to ensure fair evaluation throughout our process.