About Avive:
Avive Solutions, Inc. (https://avive.life) is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation.
Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced – yet still accessible – hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates.
Check out this short video that shows a glimpse of how our team is working to re-think cardiac arrest response and save lives! https://www.youtube.com/watch?v=2p4zfOWo62E
Learn more about working at Avive: https://avive.life/careers/
About the Role:
We are seeking a Technical Customer Support Manager 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.
What you'll do:
- 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
Team Leadership & Execution
Who you are:
- 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
Bonus Points For:
- Experience supporting connected devices, hardware, IoT or mission-critical systems
- Background building or scaling a technical support organization in a high-growth environment
- Experience developing Help Center / knowledge base strategy and content
- Familiarity with ERP and billing systems (e.g., NetSuite, Zoho Billing)
- Experience working cross-functionally with Engineering and Product to resolve systemic issues
- Strong analytical background with experience using support metrics to drive improvements
What We Do
Avive Solutions, Inc. is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation. Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced – yet still accessible – hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates. Despite tackling a massive and complex public health issue, which has had the same dismal survival rate of 10% for decades, Avive does so with optimism and fervor. Fueled by the words and experiences of those whose lives have been impacted or lost to SCA, the Avive team has simply refused to accept the status quo, working relentlessly to move the needle on survival rates. Rory Beyer, Moseley Andrews, and Sameer Jafri came together with a seemingly simple idea – that anyone can and should be able to positively impact the outcome of a Sudden Cardiac Arrest (SCA) rescue. Drawn together by their complementary skills and background, they met at a conference focused on SCA prevention and quickly came to share a vision for the profound impact that a more effective solution could have on thousands of families every year. With Rory and Moseley’s technical expertise and a novel AED concept they had developed at MIT, combined with Sameer’s experience in SCA prevention through his non-profit organization – Saving Hearts Foundation, the three co-founded Avive in 2017. Our story is just beginning, and we hope you’ll come write it with us. https://youtu.be/XUiwcB_9bzw We are actively hiring, see how you can contribute at https://avive.life/careers/
Why Work With Us
If you'd like to learn more about what it’s like to work at Avive, visit https://avive.life/careers/ And check out our Glassdoor reviews at: https://www.glassdoor.com/Overview/Working-at-Avive-Solutions-EI_IE8305608.11,26.htm
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