About the job
The Technical Support Manager is responsible for leading a talented team of support engineers dedicated to delivering outstanding technical assistance for ERP systems. This leadership role emphasizes managing team performance, addressing escalations, and ensuring that the team provides effective, high-quality solutions to complex customer challenges.
As a customer-focused leader, the Technical Support Manager cultivates a culture of accountability, responsiveness, and continuous improvement, guaranteeing that the support team consistently meets or exceeds customer expectations. By closely monitoring operational workflows, case management, and escalations, the Manager ensures timely resolutions and compliance with Service Level Agreements (SLAs).
This role involves collaboration with cross-functional teams, including Product Management, Engineering, and Customer Success, to tackle systemic issues, advocate for customer-driven product enhancements, and align on support objectives. Furthermore, the Manager develops and implements strategies to refine support operations, enhance team capabilities, and proactively address recurring customer issues.
The position requires strong leadership, problem-solving capabilities, and a customer-first approach. The Technical Support Manager plays a crucial role in shaping the team's success while contributing to customer satisfaction and the overall effectiveness of ERP support operations.
Since our support organization operates around the clock, a flexible approach to scheduling is essential. Participation in shift rotations, weekend shifts, and potential on-call coverage will be necessary to provide continuous support to our global clientele. Your adaptability to these scheduling requirements is vital for the role.

