Technical Support Manager

Summary

Join Snowplow, a global leader in customer data infrastructure, as a Technical Support Manager for our APAC region. This fully remote role involves leading and developing a team of technical support engineers across AU and EU, coaching them through complex technical problems, and managing support operations. You will collaborate with Engineering, SRE, and Product teams to resolve issues and improve customer experience, contributing to incident response and resolution. You will also identify opportunities to improve tooling, processes, and documentation. The ideal candidate possesses experience managing technical support teams, familiarity with cloud technologies (AWS, GCP), and experience with tools like Zendesk, Jira, and Slack. This is a leadership role requiring technical depth and strong team management skills.

Requirements

• Managed technical support or customer-facing engineering teams , and you’re confident coaching others through complex problems
• Familiarity with cloud technologies like AWS, GCP, and infrastructure-as-code. You understand how things fit together - pipelines, environments, permissions, and performance
• Worked with tools like Zendesk , Jira , and Slack , and you know how to build and manage effective workflows, tagging systems, and routing rules
• Experience reading logs, writing SQL, following a GitHub issue thread , or diagnosing the root cause of an error - and helping others do the same
• The ability to remain calm in a crisis , great at prioritising, and confident leading teams through incidents , escalations, and change
• A love of working with smart people and helping them get even better
• Always seen technical support as a career. At Snowplow, you’ll have that opportunity. This skilled, multidisciplinary role involves working with a complex tech stack and navigating external dependencies

Responsibilities

• Leading and developing a team of technical support engineers across AU and EU. You’ll need to be flexible enough to be able to manage across multiple geographies
• Coaching engineers through complex technical problems - you’ll be a sounding board, mentor, and collaborator
• Managing support operations : Zendesk workflows, tagging systems, SLAs, rotas, and queue health
• Collaborating with Engineering, SRE, and Product to resolve issues and improve the customer experience
• Supporting and contributing to incident response and resolution across time zones
• Identifying opportunities to improve tooling, processes, and documentation - and driving those changes
• Owning hiring, onboarding, 1:1s, performance reviews, and career development for your team

Benefits

• A competitive package, including share options
• Flexible working
• A generous holiday allowance no matter where you are in the world
• MacBook and home office equipment allowance
• Enhanced maternity, paternity, shared parental and adoption leave