Technical Customer Support Manager Job at Phorest

Customer Support Technical Representative

The Customer Support Technical Representative role at 1Password involves providi...

Location

Netherlands

Salary:

Not provided

1Password

Expiration Date

Until further notice

Requirements

You have excellent written and spoken communication skills in English, with the ability to engage and share information effectively
2+ years of experience in a customer-facing technical role or similar, ideally supporting IDaaS/IAM, cloud platforms, SIEM, or developer workflows in the SaaS space
Strong problem-solving skills and the ability to clearly communicate technical concepts to diverse audiences with attention to detail
Comfort providing support via phone, email and remote support sessions
Proven ability to troubleshoot authentication protocols, including OpenID Connect and OAuth 2.0, as well as identity and directory services such as Microsoft Entra ID, Okta, Google Workspace, JumpCloud, OneLogin, Auth0, and Rippling
Working proficiency with cloud platforms, including AWS, Azure, Google Cloud, and DigitalOcean, as well as containerized environments such as Docker and Kubernetes
Understanding of networking fundamentals, including DNS, TCP/IP, and ports, with experience using diagnostic tools such as dig, IP lookup, and port scanning techniques
Experience working with REST APIs, including parsing and filtering API responses using jq
Previous experience working with SCIM, SSO and automated provisioning solutions
Basic scripting experience, with familiarity in Python, Bash, or PowerShell

Job Responsibility

Deliver the best-in-class customer experience that 1Password is known for, demonstrating empathy, tact and professionalism as you deliver solutions to our global customer base
Diagnose, troubleshoot and deliver effective solutions through email, phone and Zoom support sessions
Refine service delivery by relaying feedback, bugs and product feature requests to our internal teams and stakeholders
Proactively escalate high-impact issues and emergent trends, particularly those affecting key enterprise customers ensuring rapid resolution and cross-functional collaboration
Maintain a high level of productivity by efficiently managing technical cases, prioritizing impact-driven solutions, and ensuring timely, high-quality support for customers
Monitor incoming ticket volumes and escalations, triaging and escalating cases to L3 as appropriate
Leverage internal technical resources to expedite issue resolution, while enhancing this shared resource by contributing novel findings and creating new documentation
Collaborate closely with peers on complex cases, and take on a mentorship role for junior colleagues to support their continuing development
Maintain a growth mindset, continuously expanding your technical expertise by engaging with new technologies, industry developments, and internal training opportunities.

What we offer

Maternity and parental leave top-up programs
Wellness spending allowance
Generous PTO policy
Company-wide wellness days off scheduled throughout the year
Wellness Coach membership
Comprehensive health coverage
Company equity for all full-time employees
Retirement matching program
Training budget, 1Password University access, and learning sessions
Free 1Password account (and friends and family discount!)

Technical Support Manager

Technical Support Manager for the CFTS team supporting all HPE products (MX, PTX...

Location

India , Bangalore

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Engineering Graduate with 12+ years of networking experience
3+ years of relevant Support operational and People Management experience
Past work experience in networking technologies: TCP/IP, Routing protocols, ISP network architecture
Prior work experience in TAC team, Service provider environment and managing their end customers
Excellent understanding of 24x7 TAC operations in supporting global customers
Proven record in Hiring and managing technical talent
Juniper products knowledge and Junos experience/certifications would be an added advantage
Customer Advocacy
Excellent Communication Skills
Ownership and Problem-Solving mindset

Job Responsibility

Manage and lead a team of high performance Technical Support Engineers
Deliver Remarkable & differentiated customer support experience and achieve high customer satisfaction (CSAT)
Hire, Train & Retain Technical Talent in the team
Metrics management and drive continuous/quality improvement initiatives
Analytic experience in using data/trends to make proactive decisions and drive operational efficiency
Deliver 12/7 coverage to CFTS global customers during India coverage
Set team goals aligned with company objectives & key results (OKR)
Build lasting relationship with customer, partner, field team and other internal stake holders
Manage customer escalations, participate in customer meetings and reviews
Partner with cross functional team like Sales, Advance Services, Professional Services to meet customers objective and achieve service level agreement (SLA)

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing

Fulltime

Customer Service Technical Support Representative

A Member Care Representative is responsible for providing a basic to intermediat...

Location

United States , South Jordan

Salary:

Not provided

Cricut

Expiration Date

Until further notice

Requirements

One or more years working: a) as a high touch, face to face customer service role
b) in a call/contact center
c) as a customer service representative where technical support or trouble shooting is a primary job function
Windows and MacOS: Intermediate knowledge of Windows and Mac operating systems with above average provable experience troubleshooting hardware and software issues
Android and IOS: Intermediate troubleshooting capability for iOS and Android phones or tablets with above average provable experience troubleshooting hardware and software issues
Ability to accurately type 40+ wpm
Competent diagnosing basic to intermediate technical issues involving software applications and interfaces
Provable experience resolving customer related issues, inbound and/or outbound inquiries, returns, and diffusing escalated issues, etc.
Demonstrate sound interpersonal skills and a commitment to provide accurate information to members regarding Cricut®'s products and services
Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and empathy

Job Responsibility

Provide service to Cricut® inbound customer inquiries regarding Cricut® products, hardware, software and services (primarily voice with potential for email and chat)
Document and escalate to internal and external teams as required to support complex support issues/requests
Reply to service tickets promptly and in accordance with established guidelines
Accurately maintain associated data, files and records regarding technical support incidents
Manage individual work to provide exceptional member satisfaction
Achieve all performance standards including service ticket SLA, handle time, quality, productivity, attendance, professionalism, etc.
Engage members by offering education on additional products or services to further enhance the customer experience
Provide how to information and knowledge to members using our crafting products
Demonstrate proficiency with all Cricut® products through on the job training
Effectively communicate and simplify technical terms for members while trouble shooting products of a creative, technical or mechanical nature

What we offer

competitive Medical, Dental, and Vision coverage
a 401(k) match
generous PTO
a yearly lifestyle stipend to support your wellness and passions
exclusive employee discounts

Fulltime

Senior Manager, Technical Support

Lead our Senior Technical Support Specialists (L2 team), driving advanced operat...

Location

Spain

Salary:

Not provided

Duetto

Expiration Date

Until further notice

Requirements

8+ years of experience in SaaS technical support
3+ years of experience managing or leading L2/L3 teams in a B2B SaaS customer-facing support team
Deep expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments
Proficiency with tools such as Salesforce, Sentry, Sumo Logic, DataDog, and advanced troubleshooting methodologies
Exceptional communication skills
Extensive experience in driving process improvements, particularly related to bug reporting, prioritization, and resolution workflows

Job Responsibility

Manage and mentor a global team of 5-10 Senior Technical Support Specialists
Foster a culture of accountability, learning, and growth
Optimize and formalize the time allocation for the Senior team
Lead team meetings and conduct one-on-ones
Monitor L2 team schedules, queue coverage, workflows, and KPIs
Ensure Senior team members adhere to schedules and provide high-quality, advanced customer support
Act as a player-coach
Oversee the entire bug reporting process from L1 Support identification to Jira creation and handoff to Product teams
Serve as the primary owner for high-severity bug-related issues and escalations
Ensure that reported bugs are prioritized correctly with Product and Engineering teams

Senior Manager, Technical Support

Lead our Senior Technical Support Specialists (L2 team), driving advanced operat...

Location

United Kingdom

Salary:

Not provided

Duetto

Expiration Date

Until further notice

Requirements

8+ years of experience in SaaS technical support
3+ years of experience managing or leading L2/L3 teams in a B2B SaaS customer-facing support team
Deep expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments
Proficiency with tools such as Salesforce, Sentry, Sumo Logic, DataDog, and advanced troubleshooting methodologies
Exceptional communication skills
Extensive experience in driving process improvements, particularly related to bug reporting, prioritization, and resolution workflows

Job Responsibility

Manage and mentor a global team of 5-10 Senior Technical Support Specialists
Foster a culture of accountability, learning, and growth
Optimize and formalize the time allocation for the Senior team
Lead team meetings and conduct one-on-ones
Monitor L2 team schedules, queue coverage, workflows, and KPIs
Ensure Senior team members adhere to schedules and provide high-quality, advanced customer support
Act as a player-coach
Oversee the entire bug reporting process from L1 Support identification to Jira creation and handoff to Product teams
Serve as the primary owner for high-severity bug-related issues and escalations
Ensure that reported bugs are prioritized correctly with Product and Engineering teams

Fulltime

Technical Support Manager

Metronome is hiring a Technical Support Manager to lead and evolve our support f...

Location

United States , New York City; San Francisco Bay Area

Salary:

171000.00 - 214000.00 USD / Year

Metronome

Expiration Date

Until further notice

Requirements

5+ years in technical support or support engineering roles
2+ years of people management
Proven experience working closely with Product and Engineering teams to drive product and process improvements
Strong technical foundation — comfortable debugging APIs, reading logs, and diagnosing complex SaaS issues
Demonstrated success defining and managing SLAs, escalation paths, and metrics-driven operations
Excellent communication skills with both technical and non-technical audiences

Job Responsibility

Lead and mentor a growing technical support team, setting clear expectations, SLAs, and career paths
Partner closely with Engineering, Product and GTM to define internal SLAs, streamline escalation processes, and drive root-cause analysis
Develop and execute a global support strategy that balances quality, coverage, and efficiency
Build dashboards and reporting to track SLA adherence, ticket trends, and product feedback loops
Step in as a hands-on technical escalation point when needed — reproducing issues, analyzing logs, and communicating findings clearly to both engineers and customers

What we offer

Excellent medical, dental, vision, and life insurance coverage, including a One Medical membership
Paid parental leave
FSA (Flexible spending account)
Retirement planning - Traditional and ROTH 401(k)
Flexible time off
Employee assistance program (mental health benefits)
Culture where personal growth is highly valued
Market-benched equity
Sales incentive pay (for eligible roles)

Fulltime

Support Operations Technical Program Manager

We are seeking a highly skilled, dynamic, and motivated Technical Program Manage...

Location

United States , RTP

Salary:

Not provided

VAST Data

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field
Minimum of 5 years of experience in technical program management or project management, preferably in a customer support or operations environment
Experience with support tools and technologies is highly desirable
Technical Acumen: Solid technical background with experience in data storage, software development, or IT operations is advantageous
Proven track record of successfully managing complex technical programs and projects
Demonstrated ability to structure and assess problems, execute high-level directives, and manage program impacts
Proven track record in program management, execution, change management, and cross-functional stakeholder management
Strong executive presence, communication, and facilitation skills, with experience engaging and partnering at all levels, including executives
Strength in researching, understanding, distilling, and communicating complex business issues, ideas, and analyzing business impact
Familiarity with/drive the Agile development and release methodologies, especially for the automation of business processes and improvements/redesigns

Job Responsibility

Lead and manage technical support programs, helping to organize and track work via sprints or otherwise holding CS team members accountable for incremental progress
Manage prioritized projects outlined in the Customer Success roadmap
Collaborate with cross-functional teams ( including R&D, product management, and sales) to drive successful program adoption, KPIs and iterative improvements
Develop and maintain key performance indicators (KPIs) to measure the effectiveness of the programs you own
Provide regular reports and insights to senior management and the customer support team to communicate progress and blockers
Identify opportunities for process improvements within customer support and own follow-up where needed
Implement best practices to optimize efficiency, responsiveness, and overall customer satisfaction
Streamline and simplify manual and repeatable work for Customer Success team members and business partners who engage with us
Keep CS runbooks and SOPs up-to-date
Communicate between customer support and engineering teams

Fulltime

Manager, Technical Customer Support, Cloud

Palo Alto Networks is looking for an experienced enterprise support delivery man...

Location

United States , Santa Clara

Salary:

130200.00 - 210575.00 USD / Year

Palo Alto Networks Italia

Expiration Date

Until further notice

Requirements

7+ years in technical support
At least 2 years experience in a management OR lead role in a high-touch or white-glove support environment
Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements
Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines
Strong understanding of cloud security principles and best practices
Experience with cloud platforms such as AWS, Azure, or GCP
Broad technology experience, including knowledge of Kubernetes concepts such as pods, services, deployments
Working with container runtimes such as docker and containers
Experience with CI/CD processes (Jenkins, Azure DevOps, etc) container environments, security processes, cloud risk and compliance, and public clouds
Expertise in integrating with diverse technologies and vendor solutions such as SSO, SIEM, APIs, Container Registries

Job Responsibility

Lead daily operations of a team of Technical Support Engineers in line with the organizational goals and objectives
Provide customer support as a strategic differentiator for Palo Alto Networks, helping drive customer loyalty, reference ability and repeat business
Ability to achieve the customer satisfaction goals
Ensure that engineers have the resources and processes necessary to ensure success and performance through release cycles
Mature and experienced guidance and direction to the team to deliver on goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition
Provide appropriate technical and soft skills training and mentoring
Ensure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levels
Create consistent onboarding training programs are used and delivered effectively
Propagate Goals & Objectives - Set team goals in-line with overall organizational goals. Set specific goals for direct reports
Perform annual reviews of all direct reports - set quarterly goals and provide regular feedback on performance with respect to agreed upon goals

What we offer

restricted stock units
bonus
employee benefits

Fulltime

Technical Customer Support Manager

Phorest

Location:
United States

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 09, 2026

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Phorest

Location:United States

Category:Customer Service

Contract Type:Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:January 09, 2026

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