Staff Technical Support Manager, Enterprise

Responsibilities

• Build and launch Mozilla’s first B2B technical support capability, including its operating model, workflows, escalation paths, governance, and continuous-improvement processes.
• Own external support vendor relationships end to end, including future vendor selection and contracting support, onboarding, workforce planning, performance management, invoicing, renewals, and investment recommendations.
• Elevate the technical capability of frontline Enterprise support by defining troubleshooting standards, technical training, support playbooks, quality frameworks, diagnostic guidance, escalation criteria, and reusable knowledge materials, and coordination with product teams for release-readiness plans.
• Forecast customer demand and support capacity, balancing staffing, coverage, language needs, service quality, cost, and business growth; recommend when to expand into new geographies or service models.
• Define service objectives, metrics, KPIs, dashboards, and operating reviews for quality, speed, customer experience, productivity, and cost.
• Hold vendors accountable for performance, identify service gaps, and lead corrective-action and continuous-improvement plans.
• Own Mozilla’s Enterprise technical escalation and operational framework, managing handoffs across support tiers so complex issues reach the right Engineering, Product, Security, or business partners with sufficient context and urgency, while maintaining continuity through resolution and ensuring technical guidance and…
• Lead the operational response to major B2B incidents, coordinating vendor execution, engineering engagement, customer and leadership communications, resolution, and post-incident review.
• Partner with Product, Engineering, Customer Success, Sales, Legal, Finance, Procurement, and other teams to align customer commitments with operational capacity and improve the support experience.
• Participate in customer-facing meetings as a trusted technical support partner, helping Enterprise customers navigate technical and operational challenges, guiding troubleshooting and escalations, gathering feedback, and maintaining customer confidence throughout the support and resolution process.

Languages