Manager of Technical Support and Escalations

Pharos • Full-time • $135k - $145k / year • 2w ago

Manager of Technical Support and EscalationsLocation: Remote (Must reside in and be authorized to work in the US)

Pay Range: USD 135K to 145K per year, plus Bonus Plan

Position Overview: We are seeking a Manager of Technical Support and Escalations who brings urgency, rigor, and a proactive mindset to leading a multi-tier technical support organization. This role combines hands-on technical leadership with strong operational discipline. The person in this position will ensure that customer issues are handled quickly, accurately, and with a high level of accountability.

Although this role is not on call 24 hours a day and the company maintains a strong culture of work life balance, the right individual naturally keeps a close pulse on operational signals. They check in regularly to ensure nothing is drifting off track, monitor for yellow flags, and act early so that issues never reach a red-level escalation.

This is a high-impact leadership position that requires technical troubleshooting ability, structured operational thinking, and deep ownership of the global customer support experience.
Responsibilities
Team Leadership and Coaching

Lead, coach, and develop global L1, L2, and L3 support team members.
Build strong troubleshooting capabilities across all tiers.
Promote consistent use of troubleshooting guides, documentation standards, and established processes.
Encourage early risk identification and proactive problem solving.
Foster an environment grounded in urgency, accountability, and continuous improvement.

Technical and Operational Excellence

Oversee the day-to-day operations of the technical support function, ensuring SLA compliance and high-quality customer interactions across global teams.
Step into complex or escalated cases as a technical resource when necessary.
Review support cases for accuracy, completeness, and adherence to best practices.
Ensure backlog hygiene by monitoring ticket aging and driving timely resolution.
Maintain structured and disciplined troubleshooting patterns across the team.

Escalation Management

Own the customer escalation process, ensuring issues are documented, communicated, and resolved with clarity and urgency.
Monitor for yellow flags and escalate early to prevent issues from becoming critical.
Maintain escalation trackers and ensure leadership and cross-functional teams have visibility into high-severity issues.
Serve as the primary liaison between Support and Engineering for escalated cases and product-related defects.

Cross-Functional Collaboration

Partner closely with Engineering, Product, Professional Services, and Customer Success to ensure customers receive coordinated and efficient support.
Provide structured feedback to cross-functional teams to drive product and process improvements.
Participate in reviews of engineering backlogs, defect reports, and product roadmaps to ensure Support is prepared for upcoming releases.

Tools, Systems, and Process Improvement

Drive improvements to support workflows, escalation protocols, and operational processes.
Ensure documentation, troubleshooting guides, and knowledge base materials are accurate and continuously updated.
Implement and maintain notification systems for high severity issues, including PagerDuty or similar tools.
Support the evolution toward more predictive support models using automation and AI tools.

Required Skills and Experience

Proven experience leading a global technical support team in a SaaS, cloud, or software-driven environment.
Strong technical troubleshooting capability with the ability to dive into complex customer issues.
Deep understanding of support workflows, escalation procedures, and SLA management.
Demonstrated ability to maintain backlog hygiene and enforce process discipline across a team.
Experience working with multi-tier global support models (L1, L2, L3) and collaborating closely with Engineering.
Strong analytical and problem-solving skills with a structured and detail-oriented work style.
Excellent written and verbal communication skills with an ability to convey clarity, context, and accountability.
Strong ownership mentality and a natural instinct to monitor operations and act early when risk signals appear.

Ability to thrive in a dynamic environment with multiple channels, competing priorities, and evolving product complexity.
Background in running or supporting 24x7 global support operations.
Experience with to AI tools, automated alerting systems, or predictive support technologies.

What Drives Success in This Role

Strong sense of urgency combined with disciplined execution.
Naturally proactive and alert to patterns, risks, and early warning signals.
Comfortable balancing hands-on casework with team leadership.
Customer-focused, with a desire to deliver measurable value and clear communication.
Highly organized and detail-oriented with a commitment to follow-through.
Calm and structured in high-pressure customer situations.
Respects work life balance while maintaining awareness of critical operational signals.

We provide a competitive and comprehensive benefits package that includes medical, dental, and vision plans, company paid life insurance, and a 401(k) program to support your long-term financial wellbeing. Our time off programs and flexible culture are designed to promote a meaningful work life balance. You will be part of a team that invests in people, values open communication, and builds a strong and positive workplace culture.

We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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