Customer Support Manager

About This Opportunity

We are representing a confidential technology organization that's at the forefront of telemetry and data infrastructure solutions. Our client serves enterprise customers globally and is experiencing rapid growth in a dynamic market. They're seeking a Customer Support Manager to lead a specialized technical support team focused on delivering exceptional customer outcomes.

This is a remote position based in the USA, offering the opportunity to manage an industry-leading team while working with cutting-edge data management technologies. The role combines technical leadership, customer advocacy, and team development in a collaborative, remote-first environment.

Responsibilities

• Lead and manage a highly technical customer support team
• Handle customer support escalations, serving as the primary point of contact for complex issues
• Review cases, metrics, and statistics to drive departmental performance and success
• Mentor and coach support engineers to achieve their professional best
• Serve as an advocate for both customers and engineering team members
• Create, maintain, and enhance support processes and procedures
• Ensure team adherence to SLAs, CSAT scores, and other key performance metrics
• Build deep technical knowledge of products and solution positioning
• Participate in on-call rotation and off-hours support as needed

What We're Looking For

Required qualifications:

• Minimum 3 years of experience leading highly technical teams
• 10+ years of experience in customer-facing roles
• Proven ability to mentor and guide technical engineers effectively
• Strong technical aptitude to guide both team members and customers toward successful solutions
• Excellent written and verbal communication skills
• Track record of encouraging knowledge sharing internally and externally
• Deep understanding of goal-setting and team achievement strategies
• Passion for elevating team members and celebrating their success
• Understanding of big data concepts and the strategic importance of data to organizations

Preferred experience:

• Familiarity with data management, observability, or analytics platforms
• Experience with streaming data technologies
• Knowledge of AWS, Azure, GCP, or other cloud platforms

How We Work With You

When you apply through Get A Job.ai, our talent team will review your background and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly—all communications and interview coordination will be managed through our recruiting team to ensure the best experience for you.

Pay

Pay via Get A Job.ai will be competitive and commensurate with experience. Our client offers a comprehensive benefits package including health, dental, vision, disability and life insurance, paid time off, paid holidays, fertility benefits, 401(k), and equity participation.

Equal Employment 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.