Technical Support Manager

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-Time

Experience: 5+ years in SaaS customer support, technical support, customer success operations, or service desk management; 2+ years leading customer support teams

Core Areas: Technical Support Operations, Service Desk Management, Jira Service Management, Application Troubleshooting, SLA Management, Incident Escalation, Support Performance Analytics, Process Automation

Compensation: $90,000–$100,000 per year

Travel: Less than 10% for periodic in-person company meetings

About the Role

The Technical Support Manager leads daily support desk operations for SaaS applications serving managed care and community-based healthcare clients. This position oversees the support team, manages service delivery performance, ensures compliance with service level agreements (SLAs), and handles escalated technical issues. The role is accountable for delivering timely, effective support to health plan end users while improving operational efficiency and the overall customer support experience.

This position combines hands-on application troubleshooting with support team leadership, Jira Service Management administration, incident management, and performance analysis. Responsibilities include optimizing ticket workflows, developing support KPIs, improving documentation and automation, and coordinating issue resolution with Customer Success, Product, Engineering, Implementation, and executive stakeholders.

What You'll Do

• Direct day-to-day support desk operations and oversee the delivery of timely, high-quality customer and technical support across client health plans.
• Manage support team performance, including response times, resolution times, SLA compliance, and overall service quality.
• Act as the primary escalation point for complex customer issues, critical incidents, and support cases requiring additional investigation.
• Independently diagnose, troubleshoot, and resolve complex customer and application issues, applying technical expertise to reduce unnecessary escalations to Product and Engineering.
• Monitor ticket queues, support workloads, recurring issues, operational trends, and service delivery metrics to maintain efficient support operations.
• Administer, configure, and optimize Jira Service Management to support ticket operations, workflow efficiency, and consistent service delivery.
• Develop and maintain support dashboards, operational reports, and key performance indicators (KPIs) to evaluate service quality and identify improvement opportunities.
• Coordinate with Product, Engineering, Customer Success, and Implementation teams to resolve customer issues, address recurring support challenges, and improve customer experiences.
• Create, maintain, and refine standard operating procedures (SOPs), internal support documentation, and customer-facing Knowledge Center resources.
• Lead process automation, support workflow optimization, and operational improvement initiatives to increase support efficiency and effectiveness.

Qualifications

Required Experience

• At least 5 years of professional experience in SaaS customer support, technical support, customer success operations, or service desk management.
• At least 2 years of experience leading or managing customer support teams.
• Demonstrated experience managing support operations, service delivery performance, and operational metrics.
• Experience developing, implementing, and continuously improving customer support processes.

Required Skills

• Strong working knowledge of Jira Service Management or comparable help desk and service management platforms.
• Ability to manage technical support workflows, evaluate service delivery performance, and maintain effective support operations.
• Strong technical problem-solving skills and the ability to investigate and resolve complex customer and application issues.
• Ability to analyze support performance, identify operational trends, and develop practical process improvements.
• Strong organizational and analytical capabilities for managing competing support priorities and maintaining service quality.
• Excellent verbal, written, and presentation communication skills.

Education

• Bachelor's degree or an equivalent combination of education and professional experience.

Preferred Qualifications

• Experience supporting healthcare organizations, health plans, managed care organizations, or healthcare technology solutions.
• Familiarity with healthcare SaaS platforms and data-driven solutions.
• Knowledge of customer success methodologies and customer lifecycle management.
• Experience developing dashboards and operational reports using Jira and business intelligence tools.

Additional Employment Information

• The position may require travel of less than 10% to attend periodic in-person company meetings.
• The hiring process includes an initial 30-minute screening call, a 60-minute video interview, a final 90-minute video interview with an exercise presentation, and reference and background checks.
• Employment is subject to a pre-employment background check.
• Employees undergo annual screening against Federal Healthcare Program exclusion lists, including OIG and GSA lists, and State Medicaid Program exclusion lists.
• Background checks and exclusion list screenings are administered in accordance with applicable federal, state, and local laws.