Manager, Technical Support

At Lytx, our mission is to make roads safer and fleets more efficient through cutting-edge video and telematics technology. As a Manager, Technical Support, you’ll lead a global team that supports our partners—helping them deliver world-class technical service to their end customers. You’ll play a critical role in building a high-performing 24x7 technical organization focused on partner enablement, operational excellence, and continuous improvement.

You’ll Get To:

• Lead and develop a global team of Technical Support Engineers supporting partner-driven operations across time zones.
• Own and drive escalations to closure, partnering closely with Engineering, Product, and Operations teams to ensure timely and transparent resolutions.
• Build and mature the support framework for our indirect model—developing repeatable processes, knowledge-sharing practices, and technical training to enable partner success.
• Evaluate and optimize support processes using data to identify bottlenecks, improve efficiency, and enhance service quality (CSAT, MTTR, backlog management, etc.).
• Collaborate with Product and Engineering to provide actionable insights from the field that shape roadmap priorities and improve service reliability.
• Champion change management initiatives to ensure operational readiness and smooth partner transitions during product and process updates.
• Foster a culture of learning and empowerment, emphasizing accountability, collaboration, and customer impact across the team.
• Manage and strengthen partner relationships, ensuring alignment on SLAs, escalation protocols, and support best practices.

What You’ll Need:

• Strong technical acumen with the ability to coach and guide troubleshooting and root-cause analysis (IoT systems, SQL, APIs, telemetry analysis, and data troubleshooting).
• Demonstrated success managing global or multi-region teams within a high-volume, technical support or service environment.
• Proven ability to operationalize KPIs such as CSAT, MTTR, backlog control, and escalation closure rate.
• Experience in indirect or channel support models, ideally within telematics, IoT, or fleet technology sectors.
• Exceptional communication and leadership skills, able to inspire and develop teams across cultures and levels.
• Cross-functional collaboration skills, especially with Engineering, Product Management, Sales and Operations.
• 5+ years’ experience managing technical support teams
• Bachelor’s degree in a relevant technical field or equivalent experience.

What Success Looks Like

• Operates with independence and ownership — proactively identifying issues, driving solutions across teams, and closing the loop with measurable impact.
• Builds and mentors a high-performing, globally aligned technical support team that combines deep technical skill with strong business awareness.
• Advocates relentlessly for partners, ensuring their needs and feedback directly shape internal priorities, process improvements, and product evolution.
• Creates a culture of enablement over dependency — empowering partners to resolve issues faster through shared knowledge, tools, and clear playbooks.
• Strengthens collaboration between Support, Product, and Engineering, ensuring partner-impacting issues are visible, prioritized, and resolved.
• Delivers consistent improvements in key metrics — CSAT, MTTR, backlog, and escalation rate — through disciplined execution and continuous optimization.
• Is seen as a trusted voice in the business, connecting frontline partner insights to long-term strategy and product decisions.

Benefits:

• Medical, dental and vision insurance 
• Health Savings Account
• Flexible Spending Accounts
• Telehealth
• 401(k) and 401(k) match
• Life and AD&D insurance
• Short-Term and Long-Term Disability
• FTO or PTO
• Employee Well-Being program
• 11 paid holidays plus 1 inclusive holiday per year
• Volunteer Time Off
• Employee Referral program
• Education Reimbursement Program
• Employee Recognition and Appreciation program
• Additional perk and voluntary benefit programs

Salary is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.  This position is also eligible for an incentive compensation plan.  The expected hiring salary for this position is:

Innovation Lives Here

You go all in no matter what you do, and so do we. At Lytx, we’re powered by cutting-edge technology and Happy People. You want your work to make a positive impact in the world, and that’s what we do. Join our diverse team of hungry, humble and capable people united to make a difference.

Together, we help save lives on our roadways!

Lytx, Inc. is proud to be an equal opportunity employer. We’re committed to building a diverse and inclusive workforce and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, gender, genetic information, uniformed service, national origin, age, veteran status, disability, pregnancy, or any other status protected by federal or state law. We are committed to providing reasonable accommodation for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [email protected].  Lytx conducts background checks on applicants who receive a conditional offer of employment in accordance with applicable local, state, federal and regional laws. Qualified applicants with arrest or conviction records will be considered. Background check results may potentially result in the withdrawal of a conditional offer of employment and will be made in accordance with all applicable local, state, federal and regional laws.