Billing infrastructure that helps software companies launch, iterate, and scale their usage-based business models.

Technical Support Manager

Support EngineerSupport EngineerFull TimeRemoteTeam 11-50H1B SponsorCompany Site LinkedIn

Location

New York

Posted

133 days ago

Salary

$171K - $214K / year

5 yrs expEnglish

Job Description

• Lead and mentor a growing technical support team, setting clear expectations, SLAs, and career paths. • Partner closely with Engineering, Product and GTM to define internal SLAs, streamline escalation processes, and drive root-cause analysis. • Develop and execute a global support strategy that balances quality, coverage, and efficiency. • Build dashboards and reporting to track SLA adherence, ticket trends, and product feedback loops. • Step in as a hands-on technical escalation point when needed — reproducing issues, analyzing logs, and communicating findings clearly to both engineers and customers.

Job Requirements

5+ years in technical support or support engineering roles, including 2+ years of people management.
Proven experience working closely with Product and Engineering teams to drive product and process improvements.
Strong technical foundation — comfortable debugging APIs, reading logs, and diagnosing complex SaaS issues.
Demonstrated success defining and managing SLAs, escalation paths, and metrics-driven operations.
Excellent communication skills with both technical and non-technical audiences.

Benefits

Excellent medical, dental, vision, and life insurance coverage, including a One Medical membership
Paid parental leave
FSA (Flexible spending account)
Retirement planning - Traditional and ROTH 401(k)
Flexible time off
Employee assistance program (mental health benefits)
Culture where personal growth is highly valued