Manager, Technical Support - Mexico

Responsibilities

• Lead, coach, and develop a team of Technical
• Support Engineers and/or Specialists, providing clear performance expectations, regular feedback, and career development support.
• Manage day-to-day support operations, including queue health, case quality, escalation handling, staffing coverage, and SLA adherence.
• Serve as a point of leadership escalation for high-priority customer issues, helping the team drive timely resolution and clear communication.
• Build strong partnerships with Engineering, Product, Customer Success, and other internal stakeholders to improve issue resolution, bug escalation, and customer outcomes.
• Establish and refine support processes, workflows, runbooks, and escalation paths that improve consistency, efficiency, and customer experience.
• Use support metrics and qualitative insights to identify trends, remove friction, and drive operational improvements across the support organization.
• Ensure the team is equipped to troubleshoot issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
• Partner with leadership on hiring, onboarding, workforce planning, and organizational design as the team scales.
• Review customer escalations, incident patterns, and support feedback to surface product gaps, tooling needs, and enablement opportunities.

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