Technical Support Manager (SaaS / API / L2-L3)

Job Summary
We are looking for a Technical Support Manager who combines strong hands-on technical expertise with team management capability.
This is a hands-on technical management role (not purely operational), requiring the ability to troubleshoot complex issues, understand system architecture, and work closely with Engineering teams (Dev/QA/Product). You will act as a key bridge between Engineering, Product, and Customer teams to ensure system stability and excellent customer experience.
Key Responsibilities
1. Technical Leadership (Core Focus)
• Lead investigation and resolution of complex technical issues (L2/L3 support)
• Perform root cause analysis (RCA) and drive long-term solutions
• Work closely with Engineering teams (Dev, QA, Product) on bug fixing, enhancements, and releases
• Analyze incidents and provide recommendations to improve system performance and product quality
2. Team Management & Development
• Manage, coach, and develop a team of Technical Support Engineers
• Provide hands-on technical guidance and mentorship on complex cases
• Ensure team performance meets SLA, quality, and productivity targets
3. Cross-functional Collaboration
• Act as a technical bridge between Engineering, Product, and Customer-facing teams
• Translate business issues into technical insights and actionable solutions
• Coordinate with global teams to ensure timely issue resolution
4. Process & Performance Optimization
• Monitor and improve support KPIs (SLA, CSAT, resolution time, backlog)
• Optimize support processes, workflows, and knowledge base
• Drive continuous improvement initiatives to enhance customer experience