Technical Support Manager

Technical Support Manager focuses on own support for all plg users end-to-end: product inquiries, billing questions, account issues, and technical troubleshooting.

What the role involves

• Own support for all PLG users end-to-end: product inquiries, billing questions, account issues, and technical troubleshooting.
• Maintain automations (workflows, routing logic, macros) to deflect common questions and reduce manual support load.
• Evaluate new AI tooling where it can meaningfully improve support quality, billing ops, or customer education.
• Work with CS, Ops, and Sales to ensure PLG users who signal expansion readiness get handed off cleanly.

Skills and requirements

• Customer Support Experience (~55%).
• 2 to 4 years in customer-facing support.
• Support operations, or technical support at a SaaS company, ideally with self-serve or PLG motion experience.
• Track record of ownership: you have either managed a support function, been the senior IC in one that scaled, or meaningfully improved a support operation you inherited.

Confirmed role details

• Health Care Plan (Medical, Dental & Vision).
• Retirement Plan (401k, IRA).