Technical Support Manager

Summary

Join Voltage Park, an enterprise AI factory, as a Technical Support Manager to lead a US-based team of Technical Support Analysts. You will manage and mentor a team, drive operational excellence, build scalable support processes, and collaborate with other departments to resolve issues and improve customer experience. This remote role requires PST location. Responsibilities include managing a team, providing coaching and feedback, overseeing daily operations, building support processes, collaborating with other teams, identifying gaps in tooling, driving initiatives to improve customer support, analyzing customer feedback, and contributing to documentation. The role demands experience in B2B technical support, people management, and a strong understanding of Linux system administration. Bonus points for experience in AI/ML and familiarity with SRE practices.

Requirements

• 3+ years of experience in a B2B technical customer support or success role, with 1–2 years of people management experience
• Background in startup environments with a bias for action
• An understanding of Linux system administration and command line operations
• Proven ability to coach and manage distributed support teams
• Excellent organizational and project management skills
• Strong written and verbal communication skills, with a keen eye for detail
• Demonstrated experience building and optimizing support workflows and metrics
• Empathy, patience, and a customer-first mindset

Responsibilities

• Manage and support a team of 3–5 Technical Support Analysts across multiple time zones
• Provide regular coaching, feedback, and performance reviews
• Foster a culture of accountability, learning, and continuous improvement
• Oversee daily support operations and ensure timely and high-quality customer responses via chat, email, and calls
• Monitor support queues, workload distribution, and key performance metrics
• Ensure 24/7 coverage and availability as needed, including managing shift schedules
• Build and optimize internal support processes, playbooks, and escalation paths
• Collaborate with Product, Engineering, and Customer Success to advocate for customer needs and drive issue resolution
• Identify gaps in tooling or knowledge and work with appropriate teams to address them
• Drive initiatives to improve the customer support experience and reduce resolution times
• Analyze customer feedback and incident trends to guide support and product priorities
• Contribute to and review customer-facing documentation and internal knowledge bases
• Lead or participate in projects that span support, product, engineering, and operations
• Represent the support function in cross-departmental planning and strategic discussions

Preferred Qualifications

• Experience working in AI/ML, cloud infrastructure, or data center environments
• Familiarity with SRE practices or incident management workflows
• Experience with support tooling (Plain, Slack Support, community management), documentation systems, and task trackers (Jira)