Manager of Technical Support, Avive Solutions

• 6–10 years of experience in technical support or support engineering
• 3+ years leading teams in a hardware + software environment
• Strong hands-on troubleshooting across devices, systems, and integrations
• Experience in a phone-first support environment with real-time coaching
• Proven ability to build and scale support processes, workflows, and infrastructure
• Experience with tools like Zendesk, Salesforce, and Jira
• Strong understanding of case management, escalations, and SLA-driven support
• Experience building and maintaining Help Center / knowledge base content
• Ability to partner cross-functionally with Engineering, Product, and Business Systems
• Analytical mindset with a focus on improving performance through data
• Experience developing Help Center / knowledge base strategy and content

Desirable

• We are seeking a Manager, Technical Support to lead and elevate our technical support operations across our connected hardware and software platform
• This role will own complex troubleshooting, support workflows, and the scalability of our support organization
• This is a critical, player-coach role within our Customer Experience team. You’ll actively engage in technical issues while guiding day-to-day technical execution across the team
• You will ensure we meet (and exceed) service SLAs, build scalable processes and infrastructure, and develop systems that better serve our customers—including a robust Help Center and knowledge base strategy
• You will partner cross-functionally with Engineering, Product, Quality, Sales, Finance, Marketing, and Business Systems to improve system reliability and the overall customer experience
• Lead onboarding, training, and ongoing development of Technical Support team members
• Coach the team to deliver high-quality technical support across Level 1–3 inquiries
• Serve as an escalation point for complex issues, stepping in directly when needed to support customers and the team
• Guide day-to-day execution, ensuring issues are handled efficiently based on complexity
• Oversee daily support across phone, email, and chat channels, with a strong emphasis on a phone-first support model
• Build and reinforce best practices for handling real-time customer interactions over the phone, including troubleshooting, communication, and de-escalation
• Act as a hands-on leader, stepping in during peak times and complex situations
• Drive effective troubleshooting across hardware, software, and system-related issues
• Own and optimize case management workflows to improve resolution speed and consistency
• Define and manage support KPIs and SLAs (response time, resolution time, CSAT, backlog health)
• Track team performance and drive accountability against service targets
• Support high-impact customer issues and ensure consistent communication and resolution
• Partner with Product, Engineering, and Quality to improve troubleshooting workflows and system reliability
• Build and manage Help Center and knowledge base content to improve self-service and internal support
• Collaborate with Finance, Business Operations, and Marketing to improve end-to-end customer experience
• Identify trends and provide feedback to drive product and process improvements
• Analyze support metrics to identify gaps and improve performance
• Forecast staffing needs and ensure proper coverage across channels
• Continuously refine processes, tools, and documentation to improve efficiency and scale
• Support outbound follow-up as needed (e.g., onboarding reminders, unresolved tickets)
• Ensure operational tasks and back-office support duties are completed within required timeframes
• Continuously look for opportunities to streamline workflow, automate repetitive tasks, and enhance customer experience