Tech Support Manager

About the Role\nJoin our mission to secure the software supply chain as a Technical Support Manager, leading a team of experts to swiftly resolve complex customer issues and ensure a seamless experience. This remote role covers the EMEA region.\n\n### Responsibilities\n- Coach and mentor a team of Technical Support Engineers to handle complex customer issues.\n- Oversee support workflows, escalations, and Service Level Agreements (SLAs).\n- Refine playbooks and processes to enhance team efficiency and effectiveness.\n- Act as a liaison, translating customer feedback into product insights and engineering updates into customer satisfaction.\n- Utilize data, dashboards, and metrics to identify trends, improve operations, and ensure smooth service delivery.\n\n### Requirements\n- Proven experience leading and inspiring Technical Support Engineers, preferably in a fast-moving startup environment.\n- Demonstrated success in hiring, developing, and retaining high-performing team members.\n- Excellent communication skills, capable of effectively interacting with engineers, executives, and customers.\n- A strong customer-obsessed mindset.