Customer Support Manager

About This Opportunity

We are representing a confidential technology organization that is building critical telemetry infrastructure solutions for enterprise clients. Our talent team is seeking a Customer Support Manager to lead a specialized technical support team focused on delivering exceptional customer outcomes.

This is a fully remote position available to candidates anywhere in the world. You'll be joining a highly collaborative team committed to technical excellence and customer success.

Responsibilities

• Manage and develop an industry-leading technical support team
• Handle customer escalations and provide clear communication during critical situations
• Review cases, metrics, and statistics to ensure departmental performance objectives are met
• Mentor and coach engineers to drive their professional development and success
• Advocate for both customers and engineering team members
• Create, maintain, and enhance support processes and procedures
• Build technical knowledge of enterprise data management and telemetry systems
• Ensure team success against SLAs, CSAT scores, and other key performance indicators
• Participate in standby, on-call, and off-hours support rotation as needed

What We're Looking For

Required Qualifications:

• Minimum 3 years of experience leading highly technical support or engineering teams
• 10+ years of experience in customer-facing technical roles
• Proven ability to mentor and guide technical engineers effectively
• Strong technical skills to help resolve complex customer issues
• Excellent written and verbal communication abilities
• Deep understanding of team goal-setting and achievement
• Demonstrated success with knowledge sharing initiatives both internally and externally
• Passion for developing talent and celebrating team member success
• Understanding of big data concepts and enterprise data strategies

Bonus Qualifications:

• Experience with data pipeline, observability, or enterprise data management platforms
• Familiarity with AWS, Azure, GCP, and other cloud platforms
• Background with streaming data technologies

How We Work With You

When you apply through Get A Job.ai, our recruiting team will conduct an initial screening to understand your background and career goals. If there's a strong match, we will submit your profile to our client for consideration. Please do not attempt to contact the hiring organization directly, as all applications must be processed through our firm to be considered for this confidential search.

Pay

The salary range for this position is $116,000–$181,000 USD, dependent on geographic location and the candidate's job-related knowledge, skills, and experience. In addition to base salary, this role is eligible for participation in a corporate bonus program. The client also offers comprehensive benefits including health, dental, vision, short-term disability, life insurance, paid time off, paid holidays, fertility treatment benefit, 401(k), and equity.

Equal Opportunity: Get A Job.ai is committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or any other characteristic protected by law.