This role involves managing technical escalations, optimizing support processes, and collaborating with customers and cross-functional teams to enhance operational excellence.
Location: Remote, PST time zone
Salary range: 90,000 to 150,000 USD annually, depending on experience and qualifications.
We are a cybersecurity startup building next generation technology for global customers. We are looking for a hands on, high impact Customer Operations / Technical Support Manager to help scale and elevate our support and customer facing operations.
This role sits at the intersection of Technical Support, Customer Experience, and Operational Excellence. You will act as a senior technical authority with a Tier 3/4 mindset, while also helping build the infrastructure, processes, and metrics behind a world class support organization. As a foundational member of our global operations, you will work Monday through Friday in alignment with Pacific Time to bridge the gap between our customers, R&D, and Product. This position is fully remote work model within the PST region.
What You Will Do
- Serve as the highest technical escalation point within support, driving issues to full resolution.
- Own and resolve complex technical escalations across distributed SaaS environments, operating at a Tier 3/4 level of expertise.
- Help design and optimize our support platform, workflows, playbooks, and documentation standards.
- Track and analyze KPIs, SLAs, and customer health metrics to drive operational improvements.
- Identify trends from customer interactions and translate them into actionable insights.
- Partner closely with Product, R&D, Sales, and Customer Experience as the technical voice of the customer.
- Support onboarding and ongoing customer usage to ensure value realization.
- Collaborate across global time zones, with primary coverage during Pacific Time business hours, Monday through Friday.
What We Are Looking For
- 3+ years of experience in Technical Support, Customer Operations, or Technical Customer Success in a SaaS or high tech environment.
- Experience operating at a Tier 3/4 support level, handling complex, system level troubleshooting and escalations.
- Strong troubleshooting skills.
- Experience improving support processes and working cross functionally with Product and R&D.
- Analytical mindset, comfortable working with metrics, dashboards, and performance tracking.
- Excellent customer facing written and spoken communication skills in English.
- Proactive, organized, and comfortable in fast paced environments.
- Advantage: Cybersecurity background.
Top Skills
Cybersecurity
Operations
SaaS
Technical Support
Similar Jobs
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
The Industry Partner Go to Market Lead will develop and execute GTM strategies, collaborate with partners, and lead initiatives to drive revenue growth in the Energy/Utilities sector.
Top Skills:
Ai-Enhanced TechnologyCloud-Based PlatformPowerPoint
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
The analyst will support portfolio reporting, analysis, and credit monitoring, while assisting senior team members and producing performance reports.
Top Skills:
ExcelMS OfficePowerPointWord
.png){kind=logo}
AdTech • Cloud • Digital Media • Information Technology • News + Entertainment • App development
The Director oversees SAP S/4HANA projects, ensuring budget and timeline adherence while managing resources, risks, and stakeholder expectations in the Finance transformation initiative.
Top Skills:
Sap S/4Hana
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
